Key Responsibilities
Member Experience & Retention

• Serve as primary point of contact for members

• Provide bilingual support (Vietnamese & English)

• Proactively engage members to support retention and satisfaction

• Resolve concerns and escalate when needed

• Build strong member relationships

Healthcare Support

• Communicate within a healthcare/health plan environment

• Assist with benefits, services, and care navigation

• Coordinate with internal teams and providers

• Ensure clear, professional, and empathetic communication

Administrative Support

• Maintain accurate member records and interaction logs

• Update CRM/systems with detailed notes

• Track issues, resolutions, and follow-ups

Coordination & Follow-Up

• Follow up on pending member concerns

• Coordinate with clinics/providers/internal teams

• Ensure timely resolution of cases

Required Qualifications

• Fluent in Vietnamese and English (spoken and written); ability to understand and speak Chinese is a strong advantage

• Healthcare experience is required, preferably in settings such as:

  • Doctor’s office

  • Hospital

  • Clinic

  • Health insurance or health plan environment (onsite or remote experience accepted)

• Strong understanding of patient or member support workflows

• Experience in customer service, patient coordination, or member services