Role Overview
We are seeking a bilingual Customer Service Representative fluent in Mandarin and English to provide essential support to our medical insurance members. In this role, you will serve as the primary point of contact for members during Pacific Standard Time (PST) business hours, helping them navigate their insurance plans, manage payments, and access digital tools.

Key Responsibilities
● Member Support: Handle inbound calls from Mandarin-speaking members, addressing
inquiries with clarity and professionalism.
● Insurance Navigation: Explain various medical insurance plan options and benefits to help members make informed decisions.
● Technical Guidance: Assist members in setting up and navigating their online member portals.
● Payment Processing: Facilitate premium payments and troubleshoot basic billing questions.
● Documentation: Accurately log call details and update member records in the CRM system.

Schedule Requirements
● Hours: Monday – Friday, 9:00 AM – 5:30 PM PST.
● Consistency: Reliability during these specific hours is critical to meeting our service level agreements.

Qualifications & Skills
● Linguistic Proficiency: Native or near-native fluency in Mandarin and English (verbal and written).
● Communication: Ability to translate complex insurance jargon into simple, actionable instructions.
● Technical Aptitude: Comfortable using web-based portals and basic office software.
● Empathy & Patience: Experience dealing with sensitive medical or financial information with a calm, helpful demeanor.
● Industry Experience: Prior experience in healthcare, insurance, or medical billing is a significant plus but not required.