Call Center Agent

Employnet Workforce Management; Sacramento (CA); On-site; USD 38,000 - 52,000; Full time

Job summary

Employnet Workforce Management is hiring a Call Center Member & Provider Representative to support members and healthcare providers with questions about eligibility, benefits, and services. You will assist callers, research account information, document interactions, and connect customers with resources.

The ideal candidate thrives in a busy call center, can navigate multiple systems, and communicates clearly while solving problems.

Qualifications

• High school diploma or GED required.
• 6+ months of customer service or telephone-based experience; 1+ year preferred.
• Experience in call center, healthcare, insurance, or member/provider services is a plus.
• Comfortable using computers, telephone systems, and office technology.
• Experience with CRM or help desk software preferred.
• Strong written and verbal communication; good organization and attention to detail.

Responsibilities

• Manage incoming calls from members and providers and provide professional, helpful assistance.
• Answer questions regarding eligibility, benefits, coverage, and related services.
• Review information to research questions and determine appropriate solutions.
• Document conversations, requests, and resolutions in a CRM or ticketing system.
• Maintain detailed customer records and update information after each interaction.
• Escalate or transfer calls when additional support is needed.
• Respond to written inquiries and assist with follow-up requests.
• Make outbound calls for follow-ups and respond to voicemails.
• Follow procedures, service standards, and productivity expectations.
• Maintain professionalism and confidentiality of customer information.

Skills

Customer service

Communication

Research & problem solving

Independent worker

Multitasking

Education

High school diploma or GED

Tools

CRM software

Ticketing system

Microsoft Word

Microsoft Outlook

Microsoft Teams

Job description

We are hiring a Call Center Member & Provider Representative to support both members and healthcare providers with questions regarding eligibility, benefits, and services. This is a customer-focused position where you'll spend your day assisting callers, researching account information, documenting interactions, and connecting customers with the appropriate resources.

The ideal candidate is comfortable working in a busy call center, can navigate multiple computer systems, and has strong communication and problem-solving skills.

Responsibilities

• Manage incoming calls from members and healthcare providers and provide professional, helpful assistance.
• Answer questions regarding eligibility, benefits, coverage, and related services.
• Review customer and provider information to research questions and determine appropriate solutions.
• Accurately document conversations, requests, and resolutions in a CRM or ticketing system.
• Maintain detailed customer records and update information following each interaction.
• Work with internal teams and management to address questions or customer service concerns.
• Escalate or transfer calls when an issue requires additional support.
• Respond to written inquiries and assist with follow-up requests.
• Make outbound calls to members when follow-up is needed, including responding to voicemail messages.
• Follow established procedures, service standards, and productivity expectations.
• Maintain professionalism and confidentiality when handling customer information.

Qualifications

• High school diploma or GED required.
• At least 6 months of customer service or telephone-based experience; 1+ year preferred.
• Previous call center, healthcare, insurance, member services, or provider services experience is a plus.
• Comfortable using computers, telephone systems, fax machines, and other office technology.
• Experience with CRM, help desk, ticketing, or customer service software preferred.
• Strong written and verbal communication skills.
• Excellent organization, attention to detail, and follow-through.
• Ability to research information and use sound judgment when resolving customer questions.
• Comfortable working independently and following established procedures and instructions.

Technology Requirements

Candidates should be comfortable working with multiple applications and navigating computer systems while assisting customers. Experience with:

• Microsoft Word
• Microsoft Outlook
• Microsoft Teams
• Internet browsers
• CRM/ticketing or help desk systems
• Telephone and call center technology

Work Schedule & Location

Training will be provided remotely. After training is completed, employees must be prepared to work on-site if required.

Ideal Candidate

We're looking for someone who is professional, dependable, patient, and solutions-oriented. If you enjoy helping people, communicating with customers, and working in a fast-paced environment, this could be a great opportunity to grow your customer service experience. #PRO