Customer Service Representative Lead (Bilingual Mandarin)

CareersSign InCreate AccountCustomer Service Representative Lead (Bilingual Mandarin)Arcadia Office - Arcadia, CA 91007ApplyOverviewSalary Range$26.15 - $30.53 HourlyPosition TypeFull TimeApplyDescriptionMust be available to work from 11:30AM to 8:00PM. This position operates on a hybrid work schedule. Candidate must reside in Los Angeles or Orange County. Are you ready to make a lasting impact and transform the healthcare space? We are one of Southern California’s fastest-growing Medicare Advantage plans with an incredible 112% year-over-year membership growth.    Who Are We? ✨  Clever Care was created to meet the unique needs of the diverse communities we serve. Our innovative benefit plans combine Western medicine with holistic Eastern practices, offering benefits that align with our members’ culture and values.  Why Join Us? 🏆  We’re on a mission! Our rapid growth reflects our commitment to making healthcare accessible for underserved communities. At Clever Care, you’ll have the opportunity to make a real difference, shape the future of healthcare, and be part of a fast-moving, game-changing organization that celebrates diversity and innovation.  Job Summary Member Advocate Team Leader are amongst the main point of contact at Clever Care; interfacing with members, prospective members, providers, brokers, and vendors. A successful Member Advocate Team Leader is polite, courteous, able to solve problems quickly and effectively, and focused on providing a positive and lasting impression. Member Advocate Team Leaders are expected to oversee the Member Services Team, providing direct coaching and feedback to ensure quality. They are also expected to delegate tasks and set deadlines for the team. Member Advocate Team Leaders are expected to assess the needs of the caller and determine, based on strong operational understanding, the most appropriate and effective course of action. Member Advocate Team Leaders are also expected to develop educational training material in language and organize and facilitate training sessions for new Member Advocates in language, as well as other departments within the company as related to member service. Member Advocate Team Leaders are expected to facilitate in the development and achievement of language line based call measures within their own language pod, individually and collectively. Member Advocate Team Leaders also play an integral role in the hiring of Member Advocates as it relates to passing language requirements. Functions & Job Responsibilities Educates members, family, providers and caregivers regarding benefits and plan options. Accurately explains benefits and plan options in person, via email, or telephonically. Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required. Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required. Participates heavily in member calling projects as assigned by management to support the overall Clever Care goal of membership retention. They will also be responsible for managing and maintaining campaign success within their language pod. Follows policies and procedures and job aids in order to maintain efficient and complaint operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions. Follows all appropriate Federal and State regulatory requirements and guidelines applicable to Clever Care Health Plan operations, as documented I company policies and procedures. Follows all HIPAA requirements. Documents transactions by...