Remote Member Experience Associate (Bilingual)

Medix is now hiring fully REMOTE Bilingual Member Experience Associates! Responsibilities / Job Duties • 95% inbound about 5% outbound calls • Explain plan's procedures, protocols, benefits, services, and any other necessary information to the members who call or visit the member experience department. • Facilitate member requests for changes with network provider changes, transportation requests, or any other member request for assistance as appropriate. • Answer all incoming member phone calls within the department's goal time frame. • Document every incoming call during the call with pertinent details (i.e., caller name, contact info, reason for call, action taken, resolution, etc.) • Respond to complaints against the health plan and its contracted facilities by utilizing the departments Complaint / Grievance Policy and Procedure. • Make all attempts to resolve all member dis-enrollment / cancellation requests, complaint / grievances, and assist the member with their questions or concerns and following up as appropriate. • Assist with member outreach programs and implementations as needed. • Foster good corporate relations by practicing good customer service principles (i.e., positive attitude, helpful, etc.) Education • High School Diploma or GED Experience • Must be bilingual English/Spanish • 2 years of recent administrative experience in a healthcare/health plan setting. Schedule / Shift • Mon-Fri (morning, afternoon, and night shifts available) • Seeking candidates with flexible availability • No time off approved during the first 4-5 weeks of training Benefits • Paid Sick Leave (Medix provides paid sick leave according to state and local sick leave ordinances). • Health Benefits / Dental / Vision (Medix offers 6 different health plans: 3 Major Medical Plans, 2 Fixed Indemnity Plans (Standard and Preferred), and 1 Minimum Essential Coverage (MEC) Plan. Eligibility for health benefits is based on verifying that an average of 30 hours per week during the first 4 weeks of the work assignment has been met. If you meet eligibility requirements and take action to enroll, you will be covered no earlier than 60 days into your assignment, depending on plan selection(s)). • 401k (Eligible on the first 401k open enrollment date following 6 consecutive months on assignment. 401k Open Enrollment dates are 1/1, 4/1, 7/1, and 10/1). • Short Term Disability Insurance. • Term Life Insurance Plan. We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA). This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.