Customer Service Representative Lead (Bilingual Mandarin)

Job Details Job Location: Arcadia Office - Arcadia, CA 91007 Position Type: Full Time Salary Range: $26.15 - $30.53 Hourly Job Summary Member Advocate Team Leader is a primary point of contact at Clever Care, interfacing with members, prospective members, providers, brokers, and vendors. The role requires courteous, problem‑solving skills and a focus on positive member experience. Functions & Job Responsibilities Educate members, families, providers and caregivers regarding benefits and plan options. Explain benefits and plan options accurately in person, via email, or telephonically. Provide follow‑up with members to clarify issues, determine causes, explain solutions, and, when appropriate, escalated to management or other departments. Support member calling projects assigned by management to aid membership retention and manage campaign success within the language pod. Follow policies, procedures, and job aids to maintain efficient operations and suggest improvements. Comply with all federal, state, and HIPAA requirements. Document transactions in the computer system and complete member forms per departmental standards. Onboard and train new representatives, developing training material and facilitating training sessions in the assigned language. Lead hiring efforts for Member Advocates, ensuring language proficiency requirements are met. Assist in coaching the team, providing feedback and setting task deadlines. Perform inbound and outbound support for escalated callers to de‑escalate challenging situations. Conduct telephonic enrollments for prospective members. Participate in webinars and training offered by Medicare Learning Network, AHIP, and other organizations. Represent the Member Service department at in‑person events hosted by the Plan. Respond to inquiries via customer service email and fax. May work remotely upon approval from management. Education and Experience High school diploma or equivalent; Bachelor’s degree preferred. At least 3 years of customer service experience, preferably in healthcare management or a call center; one year with an MAPD plan. At least 1 year in a supervisory or lead role, preferably in healthcare management or a call center. Bilingual in Cantonese, Mandarin, Vietnamese or Korean (required). Must pass a comprehensive exam on Clever Care benefits, policies, and CMS guidelines. Skills Familiarity with Centers for Medicare & Medicaid Services (CMS) regulations. Exceptional customer service skills, both verbal and written. Strong active listening skills. Ability to collaborate and be a team player. Quick learner and ability to remain calm when handling upset members. Ability to listen, talk, and type simultaneously. Proficiency with Microsoft Office (Word, Excel, Outlook). Typing speed of 40 wpm minimum; 60 wpm preferred. Other Requirements Must be able to work weekends from October to March. Physical & Working Environment Must be able to travel when needed. Operate keyboard, mouse, phone and perform repetitive keyboard motions; write notes. Ability to sit for long periods, stand, reach, bend, and lift up to 15 lbs. Work consistent with office environment and/or remote setting; may need irregular hours. Equal Employment Opportunity Statement Clever Care Health Plan is an Equal Employment Opportunity and affirmative action workplace. Employment is considered without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #J-18808-Ljbffr Paycom