A-Line Staffing is now hiring a Hybrid, Bilingual Member Service Representative in Alameda, CA. The Bilingual MSR would be working for a large health insurance organization and has career growth potential. This would be full time / 40+ hours per week. MUST FLUENTLY SPEAK either Vietnamese or Cantonese. Training is onsite, working remotely after with a few days onsite per month.

If you are interested in this Hybrid, Bilingual Member Service Representative position, please contact Corrin Misak at cmisak@alinestaffing.com or (586) 710-7958.

Bilingual MSR Compensation

• The pay for this position is $22-$31 per hour based on experience and Representative level (1-3)
• Benefits are available to full-time employees after 90 days of employment
• A 401(k) with a company match is available for full-time employees with 1 year of service on our eligibility dates

Bilingual MSR Highlights

• HYBRID: 1-2 weeks of onsite training, will work remotely after training with a few days per month required to be in-office
• The MSR positions are flexibly staffed classification and work is expected to be performed minimally at the MRS II level. However, the initial selection will be made at the entry level MSR I. Our more advanced level position of the series is the MSR III who will be required to perform a variety of complex matters.
• This position is a 6 month W2 contract assignment with potential to hire on permanently based upon attendance, performance, and business needs
• The required availability for this position is M-F, 8 hours per day, 40 hours per week

Bilingual MSR Responsibilities

• Serve as the primary contact for members, providers and others for questions related to claims, benefits, authorizations, pharmacy, member eligibility and other questions and provide accurate, satisfactory answers to their inquiries or concerns.
• Respond to and resolve member service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, behavioral health, and care coordination
• Answer incoming calls, emails, chats, and other requests for assistance in a timely manner in accordance with departmental performance targets and provide excellent customer service while doing so.
• Recognize and understand the difference between calls that require quick resolutions and calls which will require follow-up and handle each appropriately.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Accurately document all contacts per department standards/guidelines in the Customer Relationship Management (CRM) system
• Accurately and consistently document (electronic database) and resolve Exempt Grievances (any expression of dissatisfaction that are not coverage disputes, disputed health care services involving medical necessity, or experimental or investigational treatment and that are resolved by the next business day following receipt).
• Intercede with care providers (doctor’s offices) on behalf of the member, assisting with appointment scheduling; connect members with internal Case Management Department for assistance as needed.

Bilingual MSR Requirements

• Must fluently speak both English and Vietnamese or Cantonese
• High School Diploma or GED
• Must complete and pass a language assessment
• Minimum one year of direct customer service
• Call center experience and managed care experience
• Experience determining eligibility for financial assistance, insurance benefits, unemployment and/or other social services programs.

If you think this Hybrid, Bilingual Member Service Representative position is a good fit for you, please reach out to me - feel free to call, e-mail, or apply to this posting!

Corrin Misak – Staffing Manager

cmisak@alinestaffing.com or (586) 710-7958