Member Services Representative

Partnership HealthPlan of California; Fairfield (CA); On-site; USD 81,686,000 - 96,020,000; Full time

Job summary

Partnership HealthPlan of California is seeking a Customer Service Representative to respond to member and provider inquiries in the member services queue. You will resolve questions or route to the appropriate person while delivering the highest level of service.

Responsibilities include documenting calls, data entry in online systems, and supporting enrollment duties. You will work with internal teams and external partners to resolve issues, often in a busy call center environment.

Qualifications

• High school diploma or equivalent; minimum one (1) 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 skills, ability to relate and connect with callers, good phone voice, patience, good problem resolution skills and the ability to show empathy when appropriate.
• Ability to de-escalate angry callers.
• Bilingual skills in Spanish, Tagalog, or Russian are preferred.

Responsibilities

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

Skills

Customer service

Communication

Problem solving

De-escalation

Empathy

Bilingual

Education

High school diploma

Job description

Overview

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.

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.

Qualifications

Education and Experience

High school diploma or equivalent; minimum one (1) 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.

Special Skills, Licenses and Certifications

Excellent verbal and written communication skills, 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.

Performance Based Competencies

Typing 25 wpm.

Work Environment And Physical Demands

More than 50% of work time is spent using a headset, keyboard andmultiple computer monitors.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$28.52 - $33.51