Member Services Representative

Partnership HealthPlan of California • Fairfield, CA

10d • $29 - $34 • Onsite

About The Position

To respond to member and provider issues and inquiries. Ensures that callers’ questions and/or problems are resolved or are directed to the appropriate person for resolution and provides the highest level of customer service.

Requirements

• High school diploma or equivalent
• Typing 25 wpm.
• Excellent verbal and written communication skills
• Ability to relate and connect with callers
• Good phone voice
• Patience
• Good problem resolution skills
• Ability to show empathy when appropriate
• Ability to de-escalate angry callers

Nice To Haves

• Minimum one (1) year Call Center experience in a MCO setting and/or working with the public in a service environment
• Previous customer service or call center experience
• Enjoys assisting callers and working with the public in sometimes stressful situations.
• Bilingual skills in Spanish, Tagalog, or Russian

Responsibilities

• Responds to member and provider issues and questions received in the member services queue.
• Documents calls as appropriate.
• Escalates calls to Lead Member Services Representative or Member Services management, as needed.
• Works with internal departments, providers, and external organizations to resolve issues as needed.
• Reviews all incoming e-mails to ensure compliance with instructions that impact processes and/or benefits that impact members.
• Processes enrollment duties as assigned.
• Enters data in relevant online systems.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED