Remote Medicare Call Center Agent

Fortuna BMC•Sacramento, CA

5d•Remote

About The Position

Join Fortuna as a full-time Medi-Cal Call Center Agent, supporting members in a high-volume inbound phone environment. This position is designed for experienced call center professionals who are comfortable working within structured procedures, navigating multiple computer systems, researching information independently, and meeting closely monitored performance expectations. Agents will be trained exclusively to handle member calls. This is a phone-based position with no email or chat interaction with members. Candidates must reside within a 50-mile radius of Roseville, California. You will be required to pass a typing assessment scoring a minimum of 30 words per minute and 95% accuracy.

Requirements

At least six months of recent, high-volume inbound call center experience; one year or more is strongly preferred.
A minimum of six months of professional healthcare experience is required.
Relevant experience may include health insurance, Medi-Cal or Medicaid, medical scheduling, patient or member services, claims, benefits, eligibility, authorizations, provider services, or other healthcare support.
Experience working in a performance-driven call center where average handle time, schedule adherence, attendance, and QA scores were regularly measured.
Demonstrated employment reliability and the ability to clearly explain the reason for leaving each recent position, including short-term or contract assignments.
Strong basic computer skills, including the ability to: Navigate multiple applications simultaneously, Switch efficiently between screens and browser tabs, Search an internal Wiki or knowledge base, Copy and paste information accurately, Upload, download, and locate files, Use Microsoft Outlook, Teams, and other Microsoft 365 applications, Resolve basic connectivity, audio, and application issues.
Ability to research, interpret, and apply written healthcare policies and procedures while assisting a member.
Typing speed of at least 30 WPM with 95% accuracy.
Strong verbal communication, active listening, and problem-solving skills.
Ability to remain professional and composed during repetitive, complex, or challenging member calls.
A record of dependable attendance, punctuality, and schedule adherence.
Ability to accept coaching and consistently apply performance feedback.
High school diploma or GED.
Reliable internet service with a minimum download speed of 50 Mbps.
A private, quiet, and distraction-free home workspace appropriate for confidential healthcare member calls.

Responsibilities

Complete a four-week remote training program with reliable attendance and active participation.
Handle a continuous volume of inbound Medi-Cal member calls.
Respond to member questions accurately, professionally, and efficiently.
Use an internal Wiki to research policies, procedures, and approved responses while assisting members.
Navigate multiple systems and applications while maintaining an active phone conversation.
Document every member interaction clearly and accurately.
Follow established call procedures, scripts, verification requirements, and escalation protocols.
Resolve member concerns whenever possible or escalate issues through the appropriate channels.
Protect confidential member information and follow all privacy and security requirements.
Consistently meet performance expectations for average handle time, schedule adherence, attendance, call quality, documentation accuracy, and other assigned KPIs.
Accept coaching and apply feedback to improve performance.