Key Responsibilities
Member Experience & Retention
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Serve as primary point of contact for members
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Provide bilingual support (Vietnamese & English)
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Proactively engage members to support retention and satisfaction
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Resolve concerns and escalate when needed
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Build strong member relationships
Healthcare Support
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Communicate within a healthcare/health plan environment
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Assist with benefits, services, and care navigation
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Coordinate with internal teams and providers
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Ensure clear, professional, and empathetic communication
Administrative Support
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Maintain accurate member records and interaction logs
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Update CRM/systems with detailed notes
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Track issues, resolutions, and follow-ups
Coordination & Follow-Up
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Follow up on pending member concerns
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Coordinate with clinics/providers/internal teams
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Ensure timely resolution of cases
Required Qualifications
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Fluent in Vietnamese and English (spoken and written); ability to understand and speak Chinese is a strong advantage
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Healthcare experience is required, preferably in settings such as:
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Strong understanding of patient or member support workflows
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Experience in customer service, patient coordination, or member services