Customer Service Representative

We are looking for a bilingual Korean Customer Service Representative to support members with benefit questions, plan information, and issue resolution in a fast-paced healthcare environment. This is a Contract position based in Westminster, California, and it is ideal for someone who can communicate clearly, navigate member concerns with empathy, and provide accurate guidance. The person in this role will help create a positive service experience by addressing inquiries, documenting interactions thoroughly, and partnering with internal teams when additional support is needed.

Responsibilities:

• Respond to inbound member inquiries and evaluate each situation carefully to determine the most effective next step.

• Explain health plan benefits, coverage details, and available options to members, family members, providers, and caregivers in a clear and helpful manner.

• Investigate service concerns, identify root causes, communicate resolutions, and route complex matters to leadership or the appropriate department when necessary.

• Support outreach and calling initiatives designed to strengthen member engagement and encourage continued participation.

• Maintain accurate records of conversations, actions taken, and required follow-up within designated systems and documentation tools.

• Follow established workflows, reference materials, and service guidelines while contributing ideas that improve team efficiency and member satisfaction.

• Adhere to applicable federal, state, and organizational compliance standards related to healthcare plan operations.

• Participate actively in coaching sessions, staff meetings, and training programs to strengthen service quality and performance.

• Assist with additional tasks as assigned, including occasional travel or weekend coverage during peak periods.

• Manage high-volume phone interactions while listening attentively, entering information accurately, and providing attentive service throughout each call.

• High school diploma or equivalent required; a bachelor’s degree or comparable relevant experience is preferred.
• At least 2 years of customer service experience, ideally within healthcare, health plan administration, or a call center setting.
• Working knowledge of call center customer service practices, including handling inbound and outbound calls and order-related support.
• Strong verbal and written communication skills with the ability to de-escalate concerns and maintain a courteous, solution-focused approach.
• Ability to multitask effectively by listening, speaking, and typing simultaneously in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Typing speed of at least 40 words per minute; 60 words per minute preferred.
• Ability to communicate in languages such as Cantonese, Mandarin, Vietnamese, Korean, Spanish, Thai, Khmer, or Japanese may be required; willingness to work some weekends from October through March is expected.