Customer Service Representative

LSMA Management Inc; San Bernardino (CA); On-site; USD 39,000 - 44,000; Full time

Job summary

LSMA Management Inc. seeks a Customer Service Representative to be the frontline contact for members, providers, and health plan partners within the MSO.

You will respond to inbound calls and written inquiries, provide accurate benefit and eligibility information, and document interactions in our service platform. You will support access to care, escalate complex issues per policy, and uphold HIPAA and confidentiality while delivering service excellence across Medi-Cal, Medicare Advantage, and

Qualifications

• High School diploma or equivalent required.
• Preferred: Associate degree or college coursework in Healthcare Administration or related field.
• Minimum: 1 year of customer service, call center, or healthcare admin experience.
• Preferred: experience in managed care, MSO, IPA, or health plan environment.
• Familiarity with EZ-Cap, Salesforce, or comparable CRM.

Responsibilities

• Serve as front-line contact for members, providers, and partners.
• Respond to inbound calls and written inquiries with accurate benefit info.
• Document interactions in the customer service platform.
• Escalate complex issues per policies and regulatory requirements.
• Support access to care and provider service needs.
• Ensure confidentiality and compliance with HIPAA.

Skills

Customer service

Communication

De-escalation

Data entry

Computer proficiency

Call center metrics

HIPAA compliance

Bilingual English/Spanish

CRM systems

Teamwork

Education

High School diploma

Associate’s degree / healthcare admin coursework

Tools

EZ-Cap

Salesforce

CRM systems

Job description

Description

The Customer Service Representative serves as the front-line point of contact for members, providers, and health plan partners within the MSO. This role responds to inbound calls and written inquiries, provides accurate benefit and eligibility information, supports access to care and provider service needs, documents all interactions in the designated customer service platform, and escalates complex issues in accordance with departmental policies and regulatory and contractual requirements. The Customer Service Representative supports all lines of business, including Medi-Cal, Medicare Advantage, and Commercial plans, while maintaining service excellence, confidentiality, and compliance.

Requirements

MINIMUM & PREFERRED QUALIFICATIONS

Education/Training

Minimum: High School diploma or equivalent required.

Preferred: Associate’s degree or college coursework in Healthcare Administration, Business, or related field.

Experience

Minimum: At least one year of customer service, call center, or healthcare administrative experience.

Preferred: Experience in managed care, MSO, IPA, or health plan environment; familiarity with member/provider systems (e.g. EZ-Cap, Salesforce, or comparable CRM).

Any combination of educational and work experience that would be equivalent to the stated minimum requirements would qualify for consideration of this position.

Skills, Knowledge & Abilities

• Strong customer service and interpersonal skills with a commitment to service excellence.
• Excellent verbal and written communication skills; ability to explain benefit and process information clearly.
• Ability to de-escalate concerns and resolve issues using empathy, professionalism, and sound judgment.
• Strong attention to detail and accuracy in documentation and data entry.
• Ability to navigate multiple systems and applications while on calls; strong computer proficiency.
• Working knowledge of call center practices and performance metrics (AHT, ASA, FCR, service level).
• Familiarity with managed care concepts including eligibility, benefits, authorizations, claims routing, and provider network structure.
• Ability to follow scripts, policies, and workflows and to adapt to benefit or system changes.
• Ability to recognize urgent or complex issues and escalates appropriately per protocol.
• Commitment to confidentiality and compliance with HIPAA and organizational privacy and security policies.
• Strong organizational and time management skills; ability to manage competing priorities and deadlines.
• Ability to work effectively in a team environment and collaborate across departments.
• Customer-focused mindset with the ability to maintain composure in a fast-paced environment.
• Ability to maintain professionalism and confidentiality at all times.
• Experience with customer service platforms (EZ-Cap, Salesforce, CRM systems) preferred.
• Bilingual in English/Spanish skills preferred.
• Ability to learn and apply regulatory and health plan requirements relevant to customer service operations.

PHYSICAL, MENTAL & ENVIRONMENTAL REQUIREMENTS

The physical demands described here are represented by those that must be met by an employee to successfully perform the essential functions of this job. There will be prolonged periods of sitting, working on a computer, and using a telephone/headset. While performing the duties of this job, the employee will regularly be required to walk, stand, bend, lift and/or move up to 15-20 pounds. Ability to work extended hours during peak periods or audit timelines, as needed. Requires visual acuity to review documents, reports, and system data. Specific vision abilities required by this job include close, distance, color, peripheral vision, depth perception and the ability to adjust focus.

PAY RANGE

$28.00 - $32.00 / hourly