Bilingual English / Cantonese / Mandarin Service Account Manager Associate,

About the role

This position is Onsite. Our office is located at 161 Canal St. New York, NY and 136-02 Roosevelt Ave Flushing NY 11354.

Responsibilities

• Customer Services responsibilities- Full M&R and DSNP training
• - Provide in person Member services to both M&R and DSNP members with their languages (Cantonese / Mandarin) at retail store, services including but not limited to:
• - Benefits
• - Policies, Procedures and protocols (pre-auth, enrollments, renew rewards, etc )
• - Claim/billing issues (follow up calls with resolution to identified issues in timely manner, outbound calls to provider offices if needed)
• - Fulfills material requests for Members
• - Translations (company letters, as interpreter to work with other vendors)
• - Assist members to apply for various government assistance programs, explore external non-profits organizations to provide help to needed Members
• Member Services Quality Programs Supports
• - Support Member experience and quality programs to improve Member satisfaction NPS score and Star rating
• - Assist outbound calls projects (HRA, seminar RSVPs, other quality call projects)
• - Support House Call program/activities at retail sites
• - Attend in person MES event and assist on Q&A sessions
• - Arrange small session educational seminars to promote UHC tools that will be benefit Members (website, catalog ordering, etc)
• - As interpreter, assist Members to complete quality related surveys and close gap in care activities to enhance plan's star rating
• - Attend community activities to promote retails
• Medicare Growth
• - Medicare Sales and Enrollment Supports
• - Must obtain Health license and Complete Medicare certification to support enrollment
• - Encourage Member referral program after servicing
• - Introduce plans to Members and Prospects for conversions and new enrollments
• - Need to handle Member conversion applications process and sign-up Medicare prospects as sales back up
• - Promote sales-related seminars and events at retail

Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 3+ years of customer service experience analyzing and solving customer problems
• Experience with Windows based programs including Microsoft Word, Microsoft Excel, Microsoft PowerPoint and Microsoft Outlook
• Bilingual Fluency in English, Cantonese and Mandarin
• Must be willing to obtain Health license after 6 months of employment
• Travel to local retail locations as needed
• Must reside within a commutable distance to the office located at 161 Canal St. New York, NY and 136-02 Roosevelt Ave Flushing NY 11354
• Ability to work full-time on site (40 hours/week), Monday - Friday. Employees are required to work a shift between our normal business hours of 9:00am - 5:30pm EST. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

• Bilingual Fluency in English, Fuzhouese and Toishanese
• Healthcare Industry experience