(Medi-Cal) Correspondence Phone Support, Intermediate

Blue Shield of California•Long Beach, CA

2d•Hybrid

About The Position

Your Role The Customer Care team is responsible to service our members to experience the upmost of care and compassion by conveying empathy and resolving all issues and helping them get back to enjoying their lives as quickly and effortlessly as possible. The Correspondence Phone Support will report to the Operation Supervisor. In this role you will be responsible of upholding our mission of providing service worthy of our family and friends. You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning. Responsibilities Your Work In this role, you will:

Requirements

Must reside in the state of CA preferably within a 50-mile radius from one of our office locations – Long Beach, Rancho Cordova, Redding, Woodland Hills, Lodi, El Dorado Hills etc.
Requires a High School Diploma or GED
Typically, requires at least 3 years of prior relevant experience
Basic understanding of medical terminology is preferred
Basic understanding of the principles and protocols of Medi-Cal
Customer service orientated
Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently
Requires attending and completing training facilitated remotely
Requires high internet connectivity speed
Requires private work location at their residence free from distractions and within 15 feet of their Wi-Fi modem

Nice To Haves

Bilingual – Spanish. Language proficiency as demonstrated by successful completion of an oral language proficiency test
Medical terminology

Responsibilities

Resolve incoming calls concerning member eligibility, benefits, provider information, and clinical needs
Handle escalated calls
Perform inventory reduction, routine to mid-level
Expedite, research, and resolve complex issues
Consistently perform established performance metrics including but not limited to voice of the customer survey results, quality, and production
Coordinates membership changes such as member’s primary care physician
Participate in quality and efficiency workgroups to continuously improve quality member/customer satisfaction as requested
Assist members with grievances and appeals
Engage members with their wellness plan options
Other duties as assigned