Detailed Job Description: 

• Conduct retention outreach to existing members to educate the members on upcoming plan changes for the next year. Serves as an advocate to ensure members are well informed about plan and all questions or concerns have been resolved.
• Conducts direct outreach to new Medicare members to provide personal assistance with their new Medicare plans. Serves as an advocate to ensure members are well informed about plan benefits, provider options and how to use their new plan benefits.
• Serve as the member’s navigator during the onboarding process and address any plan questions and anticipate any issues that may arise. Determine the nature of the member's needs and interests; inform members of their plan resources and benefits with a focus on the member’s area of interest/needs.
• Log all interactions in required systems.
• Participates in regular member benefits training with health plan, including the member advocate/engagement role.

• Medicare/Medicaid background is strongly preferred
• Candidates must be able to navigate multiple systems
• Customer services / consumer advocacy skills
• Experience conducting intake, interviews, and/or research of consumer or provider issues.
• Excellent written and verbal communication skills to collaborate internally and externally with members, providers, team members, and manager.
• Basic understanding of managed healthcare systems and Medicare.

• Mandarin
• Cantonese
• Vietnamese
• Korean

• Member outreach via phone to existing members to explain benefit changes

• Call Center Experience
• Work from Home Experience
• Medicare and Duals Experience
• Genesys Experience
• Sales force and EPIC Experience
• MS Office Experience