Alignment Health · 2 hours ago
Remote Spanish Bilingual Customer Experience Specialist
United States
Full-time
Remote
Entry Level
$20/hr - $21/hr
2+ years expAlignment Health is dedicated to transforming healthcare for seniors and those with chronic illnesses. The Customer Experience Specialist plays a vital role in providing compassionate service to members, ensuring their inquiries are resolved effectively and fostering a supportive member experience.
Health CareHospitalMedicalMedical DeviceWellness
Hiring Manager
Abigail Gomez
Responsibilities
Build caring connections with every member by always leading with empathy, patience, and respect, ensuring members feel heard, supported, and valued throughout every interaction
Own each member interaction end-to-end, taking accountability to resolve inquiries during the initial contact and ensuring clear follow-through when additional steps are required
Deliver exceptional service by consistently exceeding member expectations and reinforcing a culture focused on trust, compassion, and first-call resolution
Accurately respond to member inquiries regarding benefits, eligibility, services, policies, and procedures in a clear, confident, and member-friendly manner
Assist members with provider network and claim/reimbursement inquiries, benefit questions related to transportation, food, dental and other support services and needs, proactively identifying solutions and next steps
Answer incoming contacts within established service levels while always managing complex and sensitive situations with professionalism and care
Thoroughly document all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care and effective resolution
Proactively address member complaints, grievances, and disenrollment concerns with goal to resolve by listening for root causes, offering solutions, and escalating appropriately when needed
Support outbound outreach initiatives and service programs designed to improve engagement, education, and overall member experience
Represent Alignment Healthcare with integrity and positivity, modeling a serving-heart mindset and commitment to excellence in every interaction
Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills and member advocacy
Qualification
Required
2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage
High school diploma or GED required
Demonstrated ability to use technology and follow detailed workflow instructions
Bilingual Spanish (Read, Write, Speak)
Minimum typing speed of 40 WPM
Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions
On camera presence for training, one on one, team and group meetings
Workspace must be free of distractions with the ability to maintain strict confidentiality and compliance with HIPAA regulations
Sufficient internet bandwidth and access to connect with Alignment's systems during scheduled shift
Proper care and availability of technology equipment such as headsets, keyboard, to perform responsibilities without impact on operational and scheduled shift requirements
Clear, concise and warm verbal communication skills with the ability to explain complex information simply and compassionately and ability to document interactions accurately
Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities
Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs related to attendance, schedule adherence and quality
Ability to manage high call volumes while handling complex, emotionally sensitive interactions
Flexibility to work shifts to meet business needs
Preferred
Knowledge of Medicare Advantage, Medi-Cal, or managed care plans preferred
Strong problem-solving skills with a proactive, ownership-driven mindset
Organized, self-motivated, and comfortable working in a fast-paced environment
Company
Alignment Health
Alignment Health provides eldercare services.
501-1000 employees
H1B Sponsorship
Alignment Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (12)
2023 (17)
2022 (13)
2021 (11)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$696.05MKey Investors
K2 HealthVenturesWarburg PincusGeneral Atlantic
2024-11-15Post Ipo Debt· $321.05M
2024-01-09Private Equity
2021-03-26IPO
Leadership Team
Dawn Maroney
President, Markets & CEO of Alignment Health Plan
John Kao
CEO and Founder
Recent News
Company data provided by crunchbase