Alignment Health is looking for a Remote Mandarin Bilingual Customer Experience Specialist to help deliver compassionate, seamless service to our valued members, who are primarily older adults and individuals with disabilities. This role is about building caring connections and owning the member experience to resolve issues correctly the first time.

What You'll Do

Build caring connections with every member by always leading with empathy, patience, and respect.
Own each member interaction end-to-end, taking accountability to resolve inquiries during the initial contact.
Deliver exceptional service by consistently exceeding member expectations and reinforcing a culture focused on trust and first-call resolution.
Accurately respond to member inquiries regarding benefits, eligibility, services, policies, and procedures.
Assist members with provider network, claim/reimbursement inquiries, and benefit questions related to transportation, food, dental and other support services.
Answer incoming contacts within established service levels while managing complex and sensitive situations with professionalism.
Thoroughly document all member interactions, actions taken, and outcomes in real time.
Proactively address member complaints, grievances, and disenrollment concerns by listening for root causes and offering solutions.
Support outbound outreach initiatives and service programs designed to improve engagement and member experience.
Represent Alignment Healthcare with integrity and positivity, modeling a serving-heart mindset.
Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills.

What We're Looking For

2+ years of customer service, contact center, or member support experience.
High school diploma or GED.
Demonstrated ability to use technology and follow detailed workflow instructions.
Bilingual English/Mandarin (Read, Write, Speak).
Minimum typing speed of 40 WPM.
Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions.
On camera presence for 100% Remote training, one on one, team and group meetings.
Workspace free of distractions with the ability to maintain strict confidentiality and compliance with HIPAA regulations.
Sufficient internet bandwidth and access to connect with Alignment’s systems during scheduled shift.
Proper care and availability of technology equipment such as headsets and keyboard.
Clear, concise and warm verbal communication skills with the ability to explain complex information simply and document interactions accurately.
Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities.
Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs.
Ability to manage high call volumes while handling complex, emotionally sensitive interactions.
Flexibility to work shifts to meet business needs.

Nice to Have

Experience preferably in healthcare and/or Medicare Advantage.
College degree, Associate’s or Bachelor’s preferred or any equivalent combination of education and work experience.
Knowledge of Medicare Advantage, Medi-Cal, or managed care plans.
Strong problem-solving skills with a proactive, ownership-driven mindset.
Organized, self-motivated, and comfortable working in a fast-paced environment.

Technical Stack

Microsoft Outlook
Microsoft Word
Microsoft Excel
CRM
Contact Center solutions

Benefits & Compensation

Compensation range: $41,600.00 - $57,600.00

Work Mode

This is a fully remote position open to candidates located anywhere in the Contiguous US.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.