Call Center Inbound Agent

As a Medi-Cal Member Agent, you will play a crucial role in assisting members with their Medi-Cal program inquiries. This position involves managing inbound calls and occasionally making outbound calls to ensure members receive the support they need. You will also have the opportunity to be cross-trained to handle provider calls. Transferring calls that fall outside of your scope is expected.

Responsibilities

• Assist members with Medi-Cal program inquiries via inbound and outbound calls
• Cross-train to handle provider calls
• Transfer calls that fall outside of your scope

Requirements

• High school diploma or equivalent
• Minimum of one year of customer service experience
• Submit a speed test via speedtest.net, with a minimum download speed of 60 Mbps and upload speed of 6 Mbps
• Experience working with computer software, customer relationship management tools, and telephone technology
• Proficient in help desk software usage or tech-savvy with the ability to quickly learn new software
• Strong problem-solving skills applicable to complex situations
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively within a team

Qualifications

• Experience in a call center environment (nice-to-have)
• Familiarity with Medicare or Medi-Cal programs (nice-to-have)
• Previous insurance experience (nice-to-have)

Training

4 weeks of online classroom training followed by one week of nesting before transitioning to production.

Metrics

• Attendance
• Adherence
• Accuracy
• Quality

Pay

$18/hour

Schedule

Monday to Friday, with an 8-hour shift between 8 AM and 5 PM Pacific Time.

Benefits

• 80 hours of PTO and 9 paid holidays annually
• Standard benefits package including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, and a legal plan
• Retirement savings plan
• Service bonus and holiday pay plans (earn up to eight paid holidays per benefit year)
• Transit spending account
• Paid sick leave under applicable state or local plan

Equipment

Provided by the company.

Work Environment

Fully remote position.

Growth Opportunities

This role offers potential advancement to Team Lead and/or Supervisor positions. The role is long-term and open-ended.