Customer Service Representative- Bakersfield 1.1

Location: Bakersfield, CA (Onsite). Full-time, non-exempt hourly position.

Schedule

Standard operating hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time. Call Center employees may be assigned rotating shifts outside of standard business hours, including evening schedules from 11:00 a.m. to 8:00 p.m., to meet after-hours member support requirements.

Benefits

• Medical
• Dental
• Vision
• Paid Time Off (PTO)
• Floating Holiday
• Simple IRA Plan with a 3% Employer Contribution
• Employer Paid Life Insurance
• Employee Assistance Program

Pay

Initial pay range: $20.00 – $24.99 per hour. Offered base pay may vary based on relevant knowledge, skills, and experience.

About the role

The Customer Service Representative handles incoming calls from health plan members, employers, providers, and health plans regarding benefits, authorizations, claim resolution, and eligibility. They assess the purpose of each call and deliver accurate, relevant information—even for complex inquiries.

Responsibilities

• Handle telephone inquiries from members, employers, providers, and health plan coordinators with professionalism and efficiency.
• Maintain a courteous, professional, and helpful demeanor to ensure a positive customer experience.
• Address difficult or upset callers with composure, using de-escalation techniques as needed.
• Provide accurate information or transfer calls to the appropriate party or department promptly.
• Adhere to call center standards, including answering calls within established timeframes, minimizing on-hold time, and reducing call abandonment rates.
• Provide detailed and thorough information to ensure caller understanding and resolution.
• Use available tools, resources, and systems to research and resolve moderately complex issues.
• Escalate complex or significant issues to supervisors or appropriate departments for timely resolution.
• Maintain accurate records of interactions and resolutions in the designated system.
• Stay informed of organizational updates, policies, and changes affecting call handling or customer interactions.
• Participate in training, quality monitoring feedback, and team initiatives for continuous improvement.
• Perform other duties as assigned.

Requirements

• High school diploma or GED required.
• Proficiency in delivering excellent customer service.
• Familiarity with medical insurance, basic medical terminology, and managed care environment preferred.
• Strong organizational skills with the ability to manage multiple priorities.
• Competence in using office equipment such as desktop computers, copy machines, scanners, and telephones.
• Typing speed of 45 words per minute or higher.
• Bilingual proficiency in English and Spanish preferred.