Member Service Advocate - Mandarin/English Bilingual

Scan Healthplan Long Beach , CA 90802

Posted 2 months ago

IF HIRED, YOU'LL RECEIVE A $2,000 SIGN-ON BONUS

AFTER 90 DAYS OF EMPLOYMENT!!!

About SCAN

Our mission is simple: Keeping Seniors Healthy and Independent-that's been our mission for almost 40 years. Rated as one of the top Medicare Advantage plans in California, SCAN Health Plan employees are passionate about what they do. Understanding that success is based on achieving the mission, SCAN employees are afforded with the training and tools necessary to do their jobs and they are rewarded for their efforts and recognized as experts in their fields. Ask anyone who works here and we'll proudly tell you that SCAN's commitment has never wavered. We are as steadfast in our pledge to help our members live healthy and independent lives.

The job

We are actively seeking to hire full-time Mandarin/English Bilingual Member Services Advocates answer inquiries from members, providers and internal customers regarding benefit interpretation, eligibility issues, and other related concerns. Our Member Services Advocates ensure member satisfaction by providing superior customer service, projecting a willingness to help at all times while maintaining a professional demeanor.

You will

  • Serve as the point of contact for members' questions and/or concerns regarding benefits, eligibility, referrals, claims, and any other aspect of plan benefit/services.

  • Provide follow-up with members by clarifying the customer's issue, determining the cause, identifying and explaining the solution.

  • Escalate appropriate member issues to management or other departments as required and following departmental procedures.

  • Respond appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims and all other issues following departmental policies and procedures.

  • Increase member satisfaction and retention by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinates resolution with providers and other departments as needed.

  • Participate in member retention projects as assigned by management to support the overall SCAN goal of membership retention.

  • Follow policies and procedures in order to maintain efficient and compliant operations.

  • Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations or as documented in company policies and procedures.

  • Document transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals.

Requirements

Your qualifications

  • High School diploma or equivalent

  • 1+ years call center, contact center or related customer service experience

  • Bilingual in Mandarin/English

  • Data entry and general computer skills (MS Word, email, etc.)

  • Ability to maintain calm demeanor at all times, including during highly charged situations

  • Ability to handle large call volume, while providing excellent customer service at all times

  • Effective communication (oral and written) skills. Professional/pleasant telephone manner

  • Demonstrated efficiency/effectiveness in an environment with a high call volume

  • Ability to accurately interpret and explain benefits and plan options successfully in person, via email or telephonically

  • 1+ years of prior experience with Medicare benefits, including Medicare Advantage Plans is helpful but not required

  • Experience in the healthcare, insurance or pharmacy industry is a plus

Conditions of work

  • Flexible work schedule to accommodate operational needs (Monday - Sunday 7am to 8pm)

  • Available to work overtime on as needed basis

  • High level of concentration and adaptability to change

  • Extensive simultaneous computer and telephone usage

What's in it for you? Qualified employees will receive

  • A competitive compensation

  • Excellent benefits package including medical, dental, and vision benefits

  • An annual employee bonus program

  • Generous paid-time-off (PTO) plan, earn up to 19 PTO days in your first year

  • Ten paid holidays per year

  • Excellent 403(b) Saving Plan, providing up to 4% match and vesting after three years

  • Casual attire, yes you can wear jeans every day!

  • Telecommute opportunity

  • A work-life balance and much more!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

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Member Service Advocate - Mandarin/English Bilingual

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