Member Services Representative

Join to apply for the Member Services Representative (San Francisco, San Mateo) - Cantonese Bilingual role at Astrana Health

Astrana Health is looking for a Cantonese speaking Member Services Representative to join our growing team. In this role, you’ll be the first point of contact for members, providers, health plans, and other partners—helping resolve inquiries with empathy, professionalism, and accuracy.

• Respond to inbound calls from members, providers, health plans, brokers, and hospitals
• Provide information and resolve inquiries related to authorizations, claims, eligibility, and benefits
• Document all interactions in the company’s customer service system
• Assist with appointment scheduling, member outreach, and provider coordination
• Support walk-in members and help resolve concerns in person
• Arrange transportation for Medicare/Medi-Cal members when needed
• Handle special projects such as outreach campaigns, member surveys, and concierge support for new members
• Communicate professionally and maintain confidentiality at all times

• Inbound Support
• Verify eligibility, authorizations, claims, and demographic updates
• Address member/provider complaints and grievances
• Assist with pharmacy, lab, urgent care, and provider network inquiries
• Support Medicare-specific needs such as AOR requests, AWV scheduling, and urgent notifications

• Outbound Support
• Conduct follow-up calls for authorizations, benefits, complaints, and billing resolution
• Provide translation support (Spanish/Chinese) for DME and appointment confirmations
• Assist with outreach projects, surveys, and case management follow-ups

• Concierge Services
• Welcome and support new members, including PCP assignment and network guidance
• Coordinate with providers, health plans, and internal teams on complex cases
• Facilitate billing/claims support and problem-solving for escalated issues

• High School Diploma or GED
• 1+ year of customer service experience (healthcare setting preferred)
• Proficiency with Microsoft Word, Excel, and Outlook
• Strong communication and problem-solving skills
• Bilingual in English and Cantonese

• This role follows an onsite work structure where the expectation is to work in-office on a weekly basis. The position is located in San Francisco, Daly City, and Burlingame.
• The total compensation pay range for this role is $52,000 - $58,000. This salary range represents national target range for this role.

Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.

If you require assistance in applying for open positions due to a disability, please email us at humanre to request an accommodation.

Additional Information: The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.