Bilingual Chinese Concierge Navigator - Advocate (Mandarin) $5,000 Sign-On Bonus

$41,600 - $52,000/Yr

Alignment Healthcare

Full-time - Entry Level

Remote

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Bilingual Chinese Concierge Navigator - Advocate (Mandarin) role at Alignment Health involves providing outreach and support to ensure members have access to the healthcare they deserve. This position is focused on navigating members through their healthcare journey, connecting them with necessary services, and ensuring a high level of member satisfaction. The role is fully remote and requires a commitment to continuous learning and growth within a supportive team environment.

Responsibilities

• Be knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a 'subject matter expert' in the health care experience that our members navigate daily.
• Conduct member outreach phone calls and/or receive inbound phone calls within the department's goal timeframe; manage to the member's communication preferences as possible, which may include time of day, channel, and language; utilize interpreter service as needed.
• Collaborate with our partners - including but not limited to other departments, supplemental benefit vendors, and provider network - to facilitate the member experience.
• Identify members targeted for care gaps and other campaigns, and connect members to programs or services when appropriate; analyze available programs, determine program eligibility, and connect member to appropriate provider or vendor.
• Conduct real-time documentation and timely wrap-up to support outcomes reporting in all systems/applications as required; must enter member demographics and information with accuracy and attention to detail, i.e. feel responsibility for the quality of our organizational data.
• Meet and/or exceed individual and team goals, and for submitting activity reports in the format and frequency required.
• Provide customer service and contribute to a culture of going 'above and beyond' to ensure the highest level of member satisfaction.
• Participate in all required team meetings and trainings, and exhibit satisfactory understanding of new information and process.
• Adhere to all applicable attendance and productivity policies.
• Support other projects and duties as assigned by management.

Requirements

• Experience helping members navigate access to care through Medicare Advantage or HMO, including referrals and authorizations.
• Experience helping members navigate their Medicare Advantage benefits including medical, prescription drug, and supplemental benefits.
• Outbound call center experience which may include welcome/onboarding, appointment scheduling, retention, sales, or other health care/health plan related programs; and/or inbound call center experience that indicates a higher level of problem-solving such as escalation or resolution.
• High school diploma or general education degree (GED); two to three years related experience and/or training; or equivalent combination of education and experience.
• Bilingual English/Chinese.
• Motivated self-starter who can prioritize work assignments and make every day a productive day.
• Team player willing to help and support colleagues, and do their part to support us all reaching our organizational goals.
• Natural 'teacher' with the ability to learn plans and describe/explain/educate healthcare coverage and services to our members.
• Genuine passion for customer service.
• Possess strong computer skills.
• Familiar with Microsoft Office (Outlook, Word, Excel).
• Able to type minimum (40) words per minute (WPM).
• Excellent written and verbal communication skills.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence.
• Able to speak effectively before groups of customers or employees of the organization.
• Able to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
• Able to apply common sense understanding to carry out detailed, but un-involved written or oral instructions.

Benefits

• $5,000 Sign-On Bonus
• Fully Remote Work Environment
• Continuous Learning and Growth Opportunities
• Supportive Team Culture