Bilingual Customer Service Associate – Cantonese – Healthcare

Are you fluent in Cantonese and ready to use your language skills to help others? Fusion CX in Manila is seeking a Bilingual Customer Service Associate to assist Cantonese-speaking members with healthcare inquiries, benefits, and eligibility questions. This job vacancy in Manila is an excellent opportunity for empathetic individuals dedicated to providing top-notch service in a meaningful, rewarding role. If you are seeking customer service jobs in Manila, apply now and be a part of a global CX transformation company.

Job Description – Bilingual Customer Service Associate

As a Cantonese-fluent Bilingual Customer Service Representative, you will provide translation and support for members, handling a variety of inbound calls about benefits, eligibility, access to care, and more. You will assist with PCP changes, plan updates, payment processing, and claims, offering compassionate and personalized service. Occasionally, you will conduct outbound outreach for proactive support, ensuring each member’s interaction is positive and fully resolved.

Key responsibilities of a Cantonese-speaking bilingual customer service associate in Manila

• Deliver quality customer service by applying the client’s Five Service Principles.
• Educate members, families, providers, and caregivers on benefits and plan options.
• Accurately explain benefits and plan options in person, via email, or over the phone.
• Follow up with members by clarifying their issues, determining the cause, and identifying and explaining solutions. Escalate member issues to management or other departments as necessary.
• Consistently meet or exceed departmental standards, including quality, productivity, schedule adherence, attendance, etc.
• Respond promptly to inquiries from members, internal staff, and providers regarding benefits, eligibility, referrals, claims, and other issues by following departmental policies, procedures, and job aids. Take ownership of issues, focusing on providing solutions and options to resolve them.
• Increase member satisfaction by efficiently resolving issues, complaints, and questions. Coordinate with providers and other departments as needed to achieve timely and accurate resolutions.
• Participate in member outreach projects as assigned by management to support membership retention goals.
• Adhere to policies, procedures, and job aids to maintain efficient and compliant operations. Communicate improvement suggestions and efficiencies to management, report workflow issues as per departmental procedures, and actively participate in staff meetings and training sessions.
• Comply with all applicable Federal and State regulatory requirements and company guidelines, including HIPAA regulations as a Customer Service Associate.
• Document transactions by completing relevant member forms, summarizing actions taken in the appropriate computer system, and following departmental standards. Respond to routine member questions and concerns within specific medical group call queues as part of skill development.

Job Requirement – Bilingual Customer Service Associate

Skills and qualifications required for the role of bilingual Customer Service Representative in Manila fluent in Cantonese:

• Education: High School Graduate or equivalent degree
• Experience/Skills/Requirements:
  • 1-2 years of call center or related customer service experience required
  • 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans, is preferable
  • Experience in the healthcare, insurance, or pharmacy industry is highly desirable
  • Ability to maintain a calm demeanor in highly charged situations
  • Proficiency in data entry and general computer skills (word processing, email) is required for the customer service associate role.
  • Effective oral and written communication skills
  • A professional and pleasant telephone manner
  • Ability to manage a high call volume while consistently providing excellent customer service
  • Demonstrated efficiency and effectiveness in a high-volume call environment
  • Language proficiency in English and required skilled language at a business-level fluency

Why Join Fusion CX?

At Fusion CX, we’re committed to your success and offer an environment where your skills are valued. Here is why this Manila job vacancy for a Cantonese-speaking bilingual customer service associate might be perfect for you:

• Growth and Development: Fusion CX is dedicated to helping you build a successful career in customer service with robust training and career advancement opportunities.
• Utilize Your Language Skills: Your Cantonese and English skills will be essential in guiding members through their healthcare needs, making every interaction valuable.
• Supportive Culture: Fusion CX fosters a collaborative and supportive work environment where each team member feels valued and empowered.
• Comprehensive Benefits: Enjoy a competitive salary, health benefits, performance bonuses, and other rewards that acknowledge your efforts and dedication.
• Impactful Work: Help members navigate their healthcare needs and make a real difference in their experience—one conversation at a time.

Ready to make an impact and use your Cantonese language skills in a supportive setting? Apply today for this Cantonese-speaking Bilingual Customer Service Associate job vacancy in Manila at Fusion CX.