Customer Service Representative

Amgen; California; Remote; USD 22,000 - 30,000; Full time

Job summary

Amgen is seeking a remote Member Service Representative based in California for a 9-month contract with potential extension and possible full-time conversion.

The role requires weekend availability, shifts between 6:00 AM and 10:00 PM PT, and 6 weeks of paid training from 8:00 AM to 5:00 PM PT. You must reside in California and have PHI handling capabilities; equipment is provided and a wired connection is required.

Qualifications

• High school diploma or GED required.
• 0–2 years of customer service experience required.
• Healthcare or pharmacy call center experience preferred.
• Experience using MS Outlook and data entry applications.
• Ability to work independently in a remote environment.

Responsibilities

• Interact with customers to provide information and resolve inquiries about products and services.
• Process account adjustments, refunds, or other resolutions to billing issues.
• Answer inquiries regarding pharmacy benefits, claims, eligibility, billing, and related services.
• Contact customers about claim investigation results and planned adjustments.
• Escalate unresolved concerns to appropriate departments.
• Document customer interactions and resolutions accurately.
• Navigate multiple computer systems while maintaining productivity and accuracy.
• Meet quality, productivity, and customer satisfaction targets in a high-volume call center.

Skills

Customer service

Data entry

MS Outlook

Multi-system navigation

Communication

Remote work

Problem solving

PHI handling

Education

High school diploma or GED

Tools

MS Outlook

Data entry systems

CRM systems

Job description

LOCATION: REMOTE || Must reside in California

DURATION: 9-month contract with high potential for extension and possible full-time conversion

PAY RATE: $18.83/hr. on W2 contract.

IMPORTANT NOTES:

Work Schedule:

• Candidate must be open to work on weekends.
• Shifts are 8 hours between 6:00 AM – 10:00 PM Pacific Time (no graveyard/overnight shifts). Schedules may include any 5 days of the week. Shift time will be confirmed upon job offer as we are hiring over 40 candidates (Candidate should be open to start anytime between 6AM to 1:30PM, shift will be assigned after the training.)
• Candidates must be available to work either one or both weekend days as assigned. Overtime is not regularly expected but may be available on a voluntary basis.

Training Requirements:

• 6 weeks of paid training. 8:00 AM – 5:00 PM PT
• No time off permitted during training.
• Excellent attendance is expected during the first 90 days of employment.

Work-From-Home Related:

• Must reside within the state of California.
• Equipment provided. Must have a hard-wired internet connection (Wi-Fi is not permitted due to PHI/security requirements). Client provides a 2-meter Ethernet cable; candidates may need to purchase a longer cable if necessary.
• Quiet, distraction-free workspace required. Must have a desk/table and office chair. Must be comfortable using a webcam during training, meetings, and as requested by management.

JOB RESPONSIBILITIES:

• The main function of a Member Service Representative is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical Representative is responsible for determining the client's issue, offering possible solutions, or providing follow-up as needed. Customer service representatives may handle inbound, outbound, or blended calls.
• Resolve customer service or billing complaints by processing account adjustments, refunds, or other appropriate resolutions.
• Respond to customer inquiries regarding pharmacy benefits, claims, eligibility, billing, and related services.
• Contact customers regarding claim investigation results and planned adjustments.
• Escalate unresolved customer concerns to the appropriate departments.
• Accurately document customer interactions, inquiries, complaints, and resolutions.
• Navigate multiple computer systems while maintaining productivity and accuracy.
• Meet quality, productivity, and customer satisfaction expectations in a high-volume call center environment.

JOB REQUIREMENTS:

• High school diploma or GED required.
• 0–2 years of customer service experience required.
• High-volume call center/customer service experience required.
• Healthcare or pharmacy call center experience is strongly preferred.
• Previous experience using MS Outlook, data entry applications, and multiple computer systems.
• Proficiency navigating dual monitors and multiple software applications simultaneously.
• Ability to accurately document customer information.
• Strong critical thinking, problem-solving, and conflict resolution skills.
• Excellent verbal and written communication skills.
• Ability to work independently in a remote environment.
• Ability to maintain confidentiality while handling protected health information (PHI).

PREFERRED QUALIFICATIONS:

• Pharmacy or healthcare customer service experience.
• Experience supporting Medicare, Medicaid, or health insurance members.