Bilingual (Vietnamese/English) Member Services & Care Coordinator

Position Summary

The Bilingual (Vietnamese/English) Member Services & Care Coordinator supports TECQ Partners' AEP activities, new member onboarding, member retention, and care coordination. The position assists members through inbound and outbound calls, appointment scheduling, and healthcare service navigation while working with provider offices and internal teams to improve member experience and access to care.

Member Services & AEP Support

• Assist with inbound and outbound member calls related to healthcare services, provider access, and general inquiries.
• Support AEP outreach and communications, referring plan-specific enrollment and benefit questions to appropriate licensed representatives or health plan resources.
• Help members navigate services and identify concerns requiring follow-up or escalation.

New Member Onboarding & Retention

• Welcome new members and assist with PCP info, appointments, and healthcare access.
• Conduct outreach to promote engagement, address concerns, and support member retention.
• Identify and escalate member dissatisfaction or barriers to care.

Care Coordination & Quality Support

• Assist with PCP appointments, preventive screenings, and follow-up care.
• Coordinate with provider offices and internal teams to address member needs.
• Support HEDIS gap-closure outreach and preventive care initiatives.

Compliance & Operational Excellence

• Follow all applicable CMS, health plan, TECQ, privacy, compliance, and regulatory requirements when performing assigned responsibilities.
• Maintain accurate documentation of member interactions and outreach activities
• Meet performance metrics for productivity, service quality, and timeliness
• Perform other duties as assigned

Qualifications

• High school diploma or equivalent required.
• Vietnamese/English bilingual proficiency required.
• Healthcare, medical office, call center, or member services experience preferred.
• Medicare Advantage, Medicaid, or care coordination experience is a plus.
• Basic proficiency in Google Workspace and/or Microsoft Office.

This position, along with team members within assigned units and across the organization, fosters an engaging and professional environment committed to respect, inclusivity, continuous improvement, and teamwork.

The position works within policies and procedures, related to the department and organization, and supports efforts needed for organizational growth, proposal developments, fiscal management, and monitoring, reporting and analysis, and support compliance with local, state, and federal regulations as well as regulatory, controlling, and licensing agencies.

TECQ Partners provides equal access to and opportunity in its organization and employment, without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS CHECKLIST:

Instructions: Check all abilities required to perform the essential and marginal tasks of this job.

☐ Heavy Lifting, 45 lbs. to 70 lbs.☐ Moderate lifting, 15-44 lbs.

☒Light lifting, under 15 lbs.

☐ Heavy carrying, 45-70 lbs.

☐ Moderate carrying, 15-45 lbs.

☒ Light carrying, under 15 lbs.

☒ Walking

☒ Standing

☒ Sitting

☒ Climbing stairs

☒ Ability to see.

☒ Ability to hear w/w/o aid.

☒ Ability to write.

☒ Ability to count.

☒ Ability to read English.

☒ Ability to tell time.

Other (Specify) Instructions: Check all work sites and environmental conditions that apply to this job.

☒ Travel up to 30% of the time.

☐ Excessive noise/intermittent.

☐ Constant noise.

☒ May work physically close to others.

☒ May involve remote work

☐ May involve working long or irregular hours.

☐ Performing tasks which involve repetitive movements.

Work Location: In person