[Hiring] Vietnamese Bilingual Customer Service Representative @ibex

Role Description

As a Bilingual Customer Service Agent, you will be responsible for assisting members with inquiries related to health insurance coverage, claims, benefits, and provider networks. You will provide support via phone, email, and chat while ensuring compliance with HIPAA regulations and company policies.

Responsibilities

• Provide guidance on provider networks, referrals and pre-authorizations.
• Troubleshoot and resolve issues related to billing, payments and coverage.
• Ensure compliance with HIPAA regulations when handling sensitive member information.
• Collaborate with internal departments to resolve complex member concerns.
• Maintain accurate records of customer interactions and resolutions in CRM systems.
• Meet performance metrics such as response time, resolution rate and customer satisfaction scores.
• Stay updated on policies, state regulations and healthcare industry changes.

Qualifications

• Previous customer service experience, preferably in healthcare or insurance.
• Strong verbal and written communication skills in both English & Vietnamese.
• Independent decision-making and problem-solving skills with the ability to remain calm under pressure.
• Ability to handle high call/chat/email volumes effectively.
• Proficiency in computer applications, including CRM and customer support platforms.
• Ability to work flexible shifts, including weekends and holidays.

Requirements

• Must be 18 years or older.
• High school diploma or equivalent.
• Must be fluent in English.
• Must be fluent in Vietnamese.

Benefits

• Paid training.
• A culture that celebrates YOU.
• Opportunities for growth and advancement.
• A team that’s got your back.