[Hiring] Bilingual Mandarin Customer Experience Specialist @Alignment Health

Role Description

The Customer Experience Specialist plays a critical role in delivering compassionate, seamless service to our valued members — primarily older adults and individuals with disabilities. This role goes beyond answering questions; it is about building caring connections, owning the member experience, and always resolving issues completely and correctly the first time. This is a remote role that requires compliance to work only within the contiguous US.

• Build caring connections with every member by always leading with empathy, patience, and respect, ensuring members feel heard, supported, and valued throughout every interaction.
• Own each member interaction end-to-end, taking accountability to resolve inquiries during the initial contact and ensuring clear follow-through when additional steps are required.
• Deliver exceptional service by consistently exceeding member expectations and reinforcing a culture focused on trust, compassion, and first-call resolution.
• Accurately respond to member inquiries regarding benefits, eligibility, services, policies, and procedures in a clear, confident, and member-friendly manner.
• Assist members with provider network and claim/reimbursement inquiries, benefit questions related to transportation, food, dental and other support services and needs, proactively identifying solutions and next steps.
• Answer incoming contacts within established service levels while always managing complex and sensitive situations with professionalism and care.
• Thoroughly document all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care and effective resolution.
• Proactively address member complaints, grievances, and disenrollment concerns with goal to resolve by listening for root causes, offering solutions, and escalating appropriately when needed.
• Support outbound outreach initiatives and service programs designed to improve engagement, education, and overall member experience.
• Represent Alignment Healthcare with integrity and positivity, modeling a serving-heart mindset and commitment to excellence in every interaction.
• Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills and member advocacy.

Qualifications

• 2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage.
• Relevant college coursework or an Associate/Bachelor’s degree may be considered in lieu of experience.
• High school diploma or GED required.
• College degree, Associate’s or Bachelor’s preferred. 3+ years of customer service work experience considered in lieu of degree.

Requirements

• Demonstrated ability to use technology and follow detailed workflow instructions.
• Bilingual Mandarin Chinese/English.
• Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions.
• On camera presence for training, one on one, team and group meetings.
• Workspace must be 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, keyboard, to perform responsibilities without impact on operational and scheduled shift requirements.
• Clear, concise and warm verbal communication skills with the ability to explain complex information simply and compassionately.
• Ability to document interactions accurately.
• Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities.
• Minimum typing speed of 40 WPM.
• Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs related to attendance, schedule adherence and quality.
• Ability to manage high call volumes while handling complex, emotionally sensitive interactions.
• Flexibility to work shifts to meet business needs.

Benefits

• Hourly Rate: $20
• Pay Range: $41,600.00 - $57,600.00
• Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

What’s Next?

• Step 1: Application & Resume Review - Our recruiting team will review your application and resume. Please ensure all information is current and complete.
• Step 2: Screening Questionnaire - Qualified candidates will receive an email from our Staffing team with a screening questionnaire and task to complete an internet speed test.
• Step 3: Phone Interview - Selected candidates will participate on a phone interview and a live typing test with the Recruiter.
• Step 4: Video Interview - Qualified candidates will receive an email from our Staffing team with a link to complete a video interview.
• Step 5: Background Screening - Final candidates will undergo a background check as part of the pre-employment process.