Customer Service Representative - Bilingual, Vietnamese
Job Description
Job Description
Title: Customer Service Representative - Bilingual, Vietnamese
Location: Campbell, CA (onsite first 3 days for training), fully remote after that
Schedule: Monday-Friday, 8:00 AM–5:00 PM
Duration: 6 month contract, possibility to extend.
Compensation: $20-$27.60/hr
Must haves
•Must be bilingual and speak and write fluently in Vietnamese
2+ years customer service experience in a healthcare setting
• 1+ year experience exposed to healthcare claims related support (ability to identify claim status, denial reasons, CPT codes while utilizing related documentation for support)
• Must be able to be onsite in Campbell, CA for 3 days of in-person training
Plusses
• Prior experience with provider portals (e.g., Access Express) or claims adjudication tools
• Experience with legacy systems such as AS/400
Day-to-day
You will handle inbound calls and messages from providers, members, and health plans to deliver timely, empathetic support and aim for first‐call resolution. Using Access Express and other internal tools, you’ll interpret claim information and explain findings to callers; when deeper detail is required you will navigate legacy systems (AS/400) or escalate to Claims/UM as appropriate. New hires receive three days onsite for equipment pickup and onboarding, then work remotely with ongoing shadowing and coaching.
Typical daily activities include:
• Answering inbound provider and member calls/messages via Access Express and phone
• Reviewing claim status and denial reasons; explaining CPT codes and denial rationale to callers
• Using reference guides and internal systems to determine next steps or escalation path
• Documenting call notes, actions taken, and follow‐up items in the system
• Routing or escalating complex issues to Claims, Utilization Management, or Leadership
• Participating in remote coaching, quality reviews, and team huddles
• Assisting with basic authorization and inquiry triage submitted through provider portals
Compensation
$20-$27.60/hr
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law