Part-Time -Customer Service Representative Sr (OneCare) (Bilingual Required)

About the role

The Team You'll Join
We are a mission-driven community-based organization that serves member health with excellence and dignity, respecting the value and needs of each person. If you are ready to advance your career while making a difference, we encourage you to review and apply today and help us build healthier communities for all.

Responsibilities

• Serves as a senior point of contact for OneCare members and providers and assists them with questions and/or complaints related to the OneCare plan services.
• Provides information regarding eligibility, enrollment, benefits and services to OneCare eligible members and providers.
• Serves as a senior resource for other team members (i.e., solves complex challenges, answers uncommon questions and shares complex processes and procedures).
• Enters accurate and complete documentation into internal application systems regarding all concerns and/or inquiries from the member and provider interaction.
• Initiates referrals to both internal and external care management departments and other department/government or community agencies.
• Maintains departmental productivity and quality standards.
• Follows through and completes all member and provider inquiries or requests during the original member and provider interaction. Provides additional follow-up assistance as needed.

Requirements

• High school diploma or equivalent PLUS 2 years of experience in customer/member service, including 1 year of call center capacity required; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.
• Typing speed of 35 words per minute (WPM) required.
• Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Chinese, Farsi, Korean, Russian, Spanish, Vietnamese) required.

Qualifications

• 1 year of Health Maintenance Organization (HMO), Medi-Cal/Medicaid and health services experience.

Skills

• Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds.
• Work independently and exercise sound judgment.
• Communicate clearly and concisely, both orally and in writing.
• Work a flexible schedule; available to participate in evening and weekend events.
• Organize, be analytical, problem-solve and possess project management skills.
• Manage multiple projects and identify opportunities for internal and external collaboration.
• Motivate and lead multi-program teams and external committees/coalitions.
• Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.

Benefits

• A comprehensive benefits package
• CalPERS pension program and additional retirement packages
• A generous PTO program
• Variety of wellness programs
• Tuition Reimbursement
• Professional development opportunities
• Career development opportunities
• Flexible scheduling

Pay

The final salary offered will be based on education, job-related knowledge and experience, skills relevant to the role and internal equity among other factors. Pay Grade: 302 - $49,754 - $69,655 ($23.92 - $33.4880).

Schedule

This position is approved for Partial Telework (**If the position is Telework, it is eligible in California only**). If located at the 500, 505 Building or a remote work location: Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. If Located At PACE Work is typically indoors in a clinical setting serving the frail and elderly. If Located In The Community Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed. Employee will occasionally work outdoors in varied temperatures.