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Agency Service Representative III (Onsite) - Bilingual Vietnamese (Spoken/Read/Written) will provide advanced, high touch service and operational support for Medicare and Dual Eligible (Medicare & Medicaid) members and prospective members, with focus on serving the Vietnamese-speaking community in Southwest Houston. The role requires strong product/program knowledge, excellent service judgement, and the ability to meet quality and productivity expectations.
Job Responsibility
Assist members and prospective members in person (storefront), by phone, and in writing, providing accurate guidance and service support
Respond to inquiries involving Medicare and Dual plan information, benefits, policies/procedures, and general program questions
escalate complex issues appropriately
Perform basic enrollment and billing maintenance transactions and ensure accurate documentation and follow-through
Support special projects and operational needs
create and provide reports as needed to support customer/client requirements
Coordinate mailings and fulfillment requests
Support manager requests including preparation for meetings and community activities may assist with roadshows/outreach events
Meet established performance expectations for productivity, timeliness, quality, and customer experience
Requirements
High school diploma or GED equivalent
Minimum of 5 years of related customer service experience
or any combination of education and experience which would provide an equivalent background
Nice to have
Bilingual English/Vietnamese required (spoken, read, and written)
Experience working in a customer-facing and/or high-volume service environment (in-person and/or phone)
Previous health insurance experience supporting the senior and disabled population
Knowledge/understanding of Medicare and Medicaid, including Dual Eligible populations
Advanced benefits, claims, enrollment, billing, or membership knowledge
Experience supporting sales, brokers/agents, and/or community outreach efforts
Proficiency with Microsoft Office (Outlook, Excel, Word) and CRM/tools (Salesforce preferred)
Active Texas Health & Life Insurance license highly preferred