Bilingual Customer Service Associate – Mandarin – Healthcare

Are you passionate about helping people and fluent in Mandarin? Join Fusion CX in Manila as a Bilingual Customer Service Associate, where you’ll assist healthcare members with their questions and concerns, guiding them on benefits, eligibility, and access to care. This Manila job vacancy is perfect for service-driven individuals ready to make a positive impact using their language skills, attention to detail, and commitment to top-quality customer care.

Job Description – Bilingual Customer Service Associate

As a 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 Mandarin-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 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 Fusion CX Manila Customer Service Associate
• Document transactions by completing relevant member forms, summarizing actions taken in the appropriate computer system, and following departmental standards.
• Responding 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 Associate in Manila fluent in Mandarin:

• 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, preferred
  • 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
  • Effective oral and written communication skills
  • A professional and pleasant telephone manner is required
  • 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?

Choosing Fusion CX means joining a vibrant team that values your expertise and is invested in your success. Here is why this Mandarin-speaking Bilingual Customer Service Associate job vacancy in Manila might be the right move for you:

• Career Growth Opportunities: With training, mentorship, and clear advancement paths, Fusion CX is a great place to develop your career in healthcare support and customer service.
• Use Your Language Skills: Leverage your Mandarin and English proficiency daily to help others navigate healthcare options—an in-demand skill set that sets you apart.
• Supportive Work Environment: Experience a culture where teamwork, empathy, and support are at the forefront. You’ll be part of a close-knit community with shared goals.
• Comprehensive Benefits and Rewards: Enjoy competitive pay, health benefits, performance incentives, and a range of perks that recognize and reward your efforts.
• Make an Impact Every Day: In this role, you’ll be helping people find solutions to their healthcare needs, making a real difference in their lives with every interaction.

If you’re ready for a fulfilling role where you can utilize your Mandarin language skills and grow in a supportive setting, apply today for this Manila job vacancy at Fusion CX!