Remote Medicare Call Center Agent

Fortuna BMC; Stockton (CA); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Seven weeks of paid training

Company-provided laptop

Benefits after 90 days

Ongoing coaching and feedback

Job summary

Fortuna BMC is hiring a full-time Medi-Cal Call Center Agent to support members and providers in a high-volume inbound phone environment. The role requires remote work within 100 miles of Sacramento, CA, with seven weeks of paid training and a laptop provided by the company.

You will handle inbound calls, research policies, document interactions, and ensure compliance with privacy requirements while meeting performance metrics. Training starts soon and includes paid remote sessions.

Qualifications

• Six months of high-volume inbound call center experience
• At least six months of healthcare experience preferred
• Typing speed of 30 WPM with 95% accuracy
• High school diploma or GED required
• Strong written and verbal communication; reliable attendance
• Bilingual in Spanish a plus

Responsibilities

• Handle a continuous volume of inbound Medi-Cal member and provider calls
• Research policies using an internal Wiki and provide accurate responses
• Document every caller interaction clearly and accurately
• Follow scripts, verification requirements, and escalation protocols
• Meet performance KPIs including average handle time and schedule adherence

Skills

Call center experience

Typing 30 WPM

Healthcare experience

Communication skills

Research policies

Bilingual Spanish (plus)

Reliable attendance

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Teams

Microsoft 365 apps

Internal Wiki

Job description

J oin Fortuna as a full-time Medi-Cal Call Center Agent, supporting members and providers in a high-volume inbound phone environment. This position is designed for experienced call center professionals who are comfortable working within structured procedures, navigating multiple computer systems, researching information independently, and meeting closely monitored performance expectations.

This is a phone-based position with no email or chat interaction for members and providers.

Candidates must reside within a 100-mile radius of West Sacramento, California. If you are having technical or internet issues that prevent you from working remotely, you will be required to drive into Sacramento and work from the office.

You will be required to pass a typing assessment scoring a minimum of 30 words per minute and 95% accuracy.

Worksite: Remote; must reside within 100 miles of Sacramento, CA.

Work hours: Monday-Friday, 8:00 a.m.-5:00 p.m. or 8:30 a.m. to 5:30 p.m.

Compensation: $18.00 per hour

Training: Starting on November 2nd, there will be 7 weeks of paid, remote training, Monday-Friday, 8:00 a.m.-5:00 p.m.

What We Offer

• Seven weeks of comprehensive paid training
• Company-provided laptop and required accessories
• Benefits available after a 90-day waiting period
• Ongoing coaching and performance feedback

What You'll Do

• Complete a seven-week remote training program with reliable attendance and active participation.
• Handle a continuous volume of inbound Medi-Cal member and provider calls.
• Respond to member and provider questions accurately, professionally, and efficiently.
• Use an internal Wiki to research policies, procedures, and approved responses while assisting members.
• Navigate multiple systems and applications while maintaining an active phone conversation.
• Document every caller interaction clearly and accurately.
• Follow established call procedures, scripts, verification requirements, and escalation protocols.
• Resolve member concerns whenever possible or resolve issues through the appropriate channels.
• Protect confidential information and follow all privacy and security requirements.
• Consistently meet performance expectations for average handle time, schedule adherence, attendance, call quality, documentation accuracy, and other assigned KPIs.
• Accept coaching and apply feedback to improve performance.

What You'll Bring

• At least six months of recent, high-volume inbound call center experience; one year or more is strongly preferred.
• A minimum of six months of professional healthcare experience is preferred. Relevant experience may include health insurance, Medi-Cal or Medicaid, medical scheduling, patient or member services, claims, benefits, eligibility, authorizations, provider services, or other healthcare support.
• Experience working in a performance-driven call center where average handle time, schedule adherence, attendance, and QA scores were regularly measured.
• Demonstrated employment reliability and the ability to clearly explain the reason for leaving each recent position, including short-term or contract assignments.
• Strong basic computer skills, including the ability to:
  • Navigate multiple applications simultaneously
  • Switch efficiently between screens and browser tabs
  • Search an internal Wiki or knowledge base
  • Copy and paste information accurately
  • Upload, download, and locate files
  • Use Microsoft Outlook, Teams, and other Microsoft 365 applications
  • Resolve basic connectivity, audio, and application issues
• Ability to research, interpret, and apply written healthcare policies and procedures while assisting a member.
• Typing speed of at least 30 WPM with 95% accuracy.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to remain professional and composed during repetitive, complex, or challenging member calls.
• A record of dependable attendance, punctuality, and schedule adherence.
• Ability to accept coaching and consistently apply performance feedback.
• High school diploma or GED.
• Reliable internet service with a minimum download speed of 50 Mbps.
• A private, quiet, and distraction-free home workspace appropriate for confidential healthcare member calls.
• Bilingual in Spanish is a plus.

Important Expectations Before Applying

This position may not be a good fit for individuals seeking email, chat, or non-phone customer service work. Agents will spend the majority of their workday handling inbound calls in a closely monitored environment.

Attendance during the seven-week training program is critical. Continued employment will depend on successfully completing training and consistently meeting expectations for attendance, schedule adherence, call handling time, quality, accuracy, and overall performance.

About Fortuna

Fortuna operates as a staffing agency that sources, screens, and presents qualified candidates for employment opportunities on behalf of our clients.

What is your preferred method of communication?