Bilingual Customer Service Associate – Vietnamese – Healthcare

Are you fluent in Vietnamese and have a passion for helping others? Fusion CX in Manila is looking for a Bilingual Customer Service Associate to assist healthcare members by providing guidance on benefits, eligibility, and care options. This Manila job vacancy is ideal for detail-oriented, compassionate individuals who are ready to make a difference and provide outstanding support to Vietnamese-speaking members.

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 Vietnamese-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.
• 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 Vietnamese fluent Customer Service Representative in Manila:

• 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?

Joining Fusion CX means becoming part of a team that values your skills and is committed to your growth. Here’s why this job vacancy for a in Manila could be the right choice for you:

• Professional Growth: Fusion CX offers tailored training and a clear path for advancement, making it an ideal place to grow your career in customer service and healthcare.
• Leverage Your Language Skills: Use your Vietnamese language proficiency to guide members through essential healthcare information—adding value and impact to each interaction.
• Supportive Environment: Fusion CX emphasizes teamwork and a positive workplace culture where you’ll feel appreciated and supported in all you do.
• Competitive Benefits and Rewards: Enjoy an attractive compensation package, health benefits, performance incentives, and perks designed to recognize your hard work.
• Make a Lasting Difference: Every call is an opportunity to improve someone’s healthcare journey, offering you a meaningful role with real impact.

If you’re ready to put your language skills to work in a fulfilling role, apply today for this Manila job vacancy at Fusion CX!