Customer Service Representative Lead (Bilingual Mandarin)
$54,392–$63,502 year
Hybrid · Arcadia, California, United States
Job Summary
Lead the Member Advocate Team to coach and supervise the Member Services team, oversee training materials in multiple languages, develop language-specific training for new Member Advocates, drive language-pod call metrics, participate in hiring with language requirements, and handle end-to-end member support. Responsibilities include educating members and providers on benefits/options, explaining plan options in person/email/telephone, following up to clarify issues and identify solutions, supporting membership retention campaigns, ensuring policy compliance (HIPAA/CMS), documenting transactions, onboarding and training new representatives, and coordinating training changes, processes, staffing, and needs. This role may work remotely on a hybrid basis and requires weekend availability seasonally and the ability to travel as needed.
Required Qualifications
- High school diploma or equivalent; Bachelor’s Degree preferred
- At least 3 years customer service experience, healthcare management and/or call center setting; 1 year supervisory/lead experience
- Bilingual in Cantonese, Mandarin, Vietnamese or Korean
- Must pass comprehensive exam on Clever Care benefits and policies, CMS guidelines
- Familiarity with CMS regulations
- Exceptional customer service skills; verbal and written communication
- Strong active listening; collaboration and teamwork
- Ability to onboard and train new representatives
- Experience with onboarding/training material development in multiple languages
- Proficiency with Microsoft Office (Word, Excel, Outlook)
- Typing 40 words per minute; 60 wpm preferred
- Weekend availability October-March
- Ability to work in environment including travel as needed
- HIPAA compliance knowledge
- Experience with inbound/outbound support and issue de-escalation
- Ability to de-escalate and manage challenging situations
- Knowledge of Medicare Learning Network, AHIP training a plus
- Equal Employment Opportunity / Affirmative Action employer
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