Innovature ★ 3.4

Our client is a US-based healthcare company which provides sensitive healthcare services tailored to diverse communities by blending traditional healing methods with modern medical treatments. They promote overall wellness and aim to enhance members‘ physical and mental well-being through a holistic care approach.

项目概况: 6个月项目

我们的客户是一家总部位于美国的医疗公司，提供敏感的医疗服务，融合传统治疗方法与现代医学治疗，旨在为不同社区提供定制化的医疗服务。该公司促进整体健康，致力于通过整体护理方法提升会员的身心健康。

ONBOARDING DATE: 入职日期 From November 2025 从2025年11月开始

WORK LOCATION: The District Building, 159C De Tham, District 1, Ho Chi Minh City

越南胡志明市第一郡德参街159C号 The District 大楼

Remote or Onsite

可远程办公 / 可到岗上班

WORKING HOURS: 工作时间:

This position involves direct interaction with clients in the US, requiring work hours to align with the US time zone - 10:00PM – 7:00AM (Vietnam time), Monday through Sunday. 此职位需要与美国客户直接沟通，因此需根据美国时区工作。

工作时间为越南时间晚10点至早7点，星期一至星期日。

You will be scheduled for 9-hour shifts (break time included), working 5 days per week, with two days off each week. 每周工作5天，每班9小时（含休息时间），每周休息2天

Public holidays will follow the US calendar. 公共假期将遵循美国法定节假日。

WHAT YOU WILL BE DOING: 您的职责：

Help members, families, and providers understand healthcare benefits and plans, explaining them clearly via phone, email, or in person. 帮助会员、家庭和服务提供者理解医疗福利和计划，通过电话、电子邮件或面对面进行清晰的解释。

Solve members‘ issues by finding the cause and explaining the solution. Escalate complex problems to management when needed. 通过找出问题原因并提供解决方案来解决会员的问题。在需要时，将复杂问题升级给管理层。

Participate in calls to help retain members. 参与电话沟通，帮助留住会员。

Follow policies and suggest improvements for smoother operations, actively engaging in meetings and training. 遵守政策并提出改进意见，积极参与会议和培训，推动运营更加顺畅。

Comply with all healthcare regulations and maintain confidentiality. 遵守所有医疗法规，确保保密性。

Accurately document member interactions in the system. 准确记录会员互动信息。

Be open to regular feedback and coaching for improvement. 乐于接受定期反馈与辅导，以改进工作表现。

Perform other tasks as needed. 完成其他相关任务。

我们提供的福利：我们公正待人，尊重每个人，保持健康的生活与工作视角，营造积极和愉快的工作环境，提供如下吸引人的福利：

Attractive salary (including base salary, night shift allowance, and other allowances such as transportation and phone). 具有竞争力的薪资（包括基本工资、夜班津贴以及交通、电话等其他补贴）

Other bonuses: 其他奖金: project completion bonus for excellent performance, and responsibility allowance if selected as Deputy Team Lead.：表现优异者可获得项目完成奖金；若被选为副组长（Deputy Team Lead，可享有职位津贴。

Opportunities to convert to a full-time position after completing the project. 项目完成后，有机会转为全职员工。

Proficient in Chinese (speaking and writing), with a strong focus on verbal communication 精通中文听说读写，特别注重口头沟通能力

Basic English proficiency (good writing skills) 英语基础良好（擅长写作）

Experience in healthcare management or call center operations is preferred 有医疗管理或呼叫中心工作经验者优先

- Fluent in Mandarin

- Intermediate English communication skills

- Preferred: Customer service experience (not mandatory)

- Ability to advise and assist members, their families, and providers in understanding healthcare benefits and programs via phone, email, or in person

- Problem-solving skills: identify issues, explain solutions, and escalate complex cases to management when necessary

- Participate in calls to maintain member satisfaction and engagement

- Follow policies and suggest improvements to ensure smooth operations

- Comply with all healthcare regulations and maintain confidentiality

- Accurately document member interactions in the system

- Open to regular feedback and coaching for continuous improvement

- Perform other tasks as assigned

Additional Project and Client Information

- Client: US-based Korean healthcare company; target audience is seniors (65+)

- Services include: appointment scheduling, doctor coordination, claims assistance, and support related to insurance benefits

- Working hours: US time zone, 10:00 PM – 7:00 AM Vietnam time, Monday to Sunday

- Shift: 9 hours per day (including breaks), 5 days per week, 2 days off

- Public holidays: follow the US calendar