Customer Service Representative Lead (Bilingual Mandarin)

Job Summary

Average work schedule: 11:30AM - 8:00PM.

We are a rapidly growing Medicare Advantage plan committed to serving diverse communities. As a Member Advocate Team Leader, you'll interact with members, providers, and vendors, ensuring high-quality service and fostering a positive experience.

Functions & Job Responsibilities

• Educate members, providers, and caregivers about benefits and plan options.
• Accurately explain benefits and plan options via phone, email, or in-person.
• Follow up with members to clarify issues, determine causes, and provide solutions.
• Escalate complex issues to management or other departments as necessary.
• Participate in member calling projects to enhance retention rates.
• Manage and improve call metrics within your language pod.
• Hire and train new Member Advocates, focusing on language requirements.
• Coach and provide feedback to the Member Services Team.
• Collaborate with other departments to ensure smooth operations.
• Document transactions and follow departmental standards.
• Handle challenging calls with professionalism and empathy.
• Conduct telephonic enrollments for new members.
• Attend and participate in relevant webinars and training sessions.
• Represent the Member Service department at events.
• Respond to customer inquiries via email and fax.
• Work remotely when approved and required.

Qualifications

• High school diploma or equivalent, with a bachelor’s degree preferred.
• At least 3 years of customer service experience, preferably in healthcare management or a call center setting.
• At least 1 year of supervisory or lead role experience, preferably in healthcare management or a call center setting.
• Bilingual in Cantonese, Mandarin, Vietnamese, or Korean is required.
• Must pass a comprehensive exam on Clever Care benefits and policies, as well as CMS guidelines.
• Familiarity with Centers for Medicare and Medicaid Services (CMS) regulations.
• Exceptional customer service skills, including verbal and written communication.
• Strong active listening skills.
• Ability to collaborate and work as part of a team.
• Quick learning ability.
• Ability to remain calm and courteous under pressure.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Type 40 wpm; 60 wpm preferred.

Skills

• Familiarity with Centers for Medicare and Medicaid Services (CMS) regulations.
• Exceptional customer service skills, including verbal and written communication.
• Strong active listening skills.
• Ability to collaborate and be a team player.
• Quick learning ability.
• Ability to remain calm and courteous when handling upset members.
• Ability to listen, talk, and type at the same time.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Type 40 wpm; 60 wpm preferred.

Physical & Working Environment

• Must be able to travel when needed or required.
• Requires frequent sitting, standing, reaching, bending, and lifting up to fifteen (15) lbs.
• Requires frequent contact with staff and the public.
• May require working irregular hours based on business needs.

Benefits

Salary range: $26.15 to $30.53 per hour.

Physical requirements: Must be able to sit for long periods, stand, reach, bend, lift up to fifteen (15) lbs., express and exchange ideas, write (note-taking), and perform repetitive motions (keyboard).

Working environment: Office environment and/or remote work.