Bilingual Member Services Advocate

Partnership HealthPlan of California; Fairfield (CA); On-site; USD 39,000 - 47,000; Full time

Job summary

Partnership HealthPlan of California is seeking a Customer Service Representative to respond to member and provider inquiries in the call center. You will resolve questions or route them to the appropriate person and ensure top-level service.

Documentation of calls, data entry in online systems, and collaboration with internal teams are required. Strong verbal and written communication, empathy, and the ability to de-escalate tense callers are essential; bilingual skills in Spanish, Tagalog, or

Qualifications

• High school diploma or equivalent; minimum one year Call Center experience in a MCO setting and/or working with the public in a service environment, preferred; previous customer service or call center experience preferred.
• Excellent verbal and written communication; ability to relate and connect with callers, good phone voice, patience, good problem resolution skills and the ability to show empathy when appropriate. Enjoys assisting callers and working with the public in sometimes stressful situations. Ability to de-escalate angry callers. Bilingual skills in Spanish, Tagalog, or Russian are preferred.

Responsibilities

• Responds to member and provider issues and questions in the member services queue.
• Documents calls as appropriate.
• Escalates calls to Lead Member Services Representative or 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.

Skills

Verbal communication

Written communication

Empathy

Bilingual (Spanish/Tagalog/Russian)

Education

High school diploma or equivalent

Job description

Partnership HealthPlan of California is seeking a Customer Service Representative to respond to member and provider inquiries in the call center. You will resolve questions or route them to the appropriate person and ensure top-level service.

Documentation of calls, data entry in online systems, and collaboration with internal teams are required. Strong verbal and written communication, empathy, and the ability to de-escalate tense callers are essential; bilingual skills in Spanish, Tagalog, or