Performance Support Specialist - Bilingual Vietnamese

Overview The Performance Support Specialist will be responsible for providing assistance in resolving complaint issues escalated by the representatives. The role requires pulling non‑urgent complaint reporting through various systems on a daily basis, reviewing each matter and reaching out to the member to provide determinations while maintaining a tracking system for all incoming complaint issues. Duties and Responsibilities Assist in resolving customer complaints escalated by internal and external business partners as needed. Assist in reviewing and modifying physician capitation reports. Assist in resolving member issues that called in multiple times with the same issues. Assist in responding and resolving escalated inquiries from other departments and external contacts. Make recommendations on process improvements. Build sustainable relationships of trust through open and interactive communication with internal and external customers. Follow procedures based on issues and documents received. Make recommendations to management concerning staff performance. Maintain open exchange of information with external and internal customers. Multi‑task, prioritize, and manage time effectively. File complaints in a timely manner. Conduct outreach activities as required. Attend meetings as business requires. Perform additional duties as assigned. Minimum Qualifications High school diploma or GED from an accredited institution. Healthcare industry experience. Experience working in customer service. Excellent telephone and customer service skills. Experience working in a clerical or administrative capacity. Experience meeting strict deadlines. Proficiency in Microsoft Office suite (Word, PowerPoint, Outlook, Excel). Preferred Qualifications Associate degree from an accredited school. Conflict resolution experience. Experience handling complex situations and/or projects. Experience developing and coaching staff. Compliance & Regulatory Responsibilities NA License/Certification NA Benefits Medical, dental, and vision coverage. Incentive and recognition programs. Life insurance. 401(k) contributions. Other benefits subject to eligibility requirements. Salary Range Greater New York City Area (NY, NJ, CT residents): $47,403 – $62,400. All other approved locations: $41,101 – $60,320. Equal Opportunity Employer WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected federal, state, provincial, or local status unrelated to the performance of the work involved. If you have a disability and require a reasonable accommodation, please contact View email address on click.appcast.io or call View phone number on click.appcast.io. #J-18808-Ljbffr