Customer Service Representative

Title: Customer Service Advocate I
Location: REMOTE - Woodland Hills, CA... Duration: 12 months contract
Target Start Date (based on successful onboarding completion): 07/10/2024
Shift: 9:30 AM - 6:00 PM PST - Monday - Friday
Non-Negotiable Requirements:
• Must be FLEXIBLE to work on any assigned Shifts/Weekends/Holidays and overtime if needed
• NO TIME OFF ALLOWED FOR THE ENTIRE TRAINING PERIOD. Training hours are from 8:00 AM to 4:30 PM PST, Monday to Friday for 6 weeks.

Must be available for some Saturday training if needed.
• We will work remotely but If there is a home outage for internet or power, we might ask employees to work from the nearby office. Must have reliable internet, at least 50 Mbps
• Must be able to attend ONSITE Interview. Need to be local from Woodland Hills, CA – do a lot of activities like employee engagement, can go into the office during a state of emergency, tech help with Tech Center, IT person onsite.

Walk me through the day-to-day responsibilities of this role and a description of the project:
• Internal member customer calls to assist with eligibility information, member benefits, ordering materials, updating demographics, and problem-solving.
• Internal provider customer calls to assist with eligibility information, claim status, and submission, auth inquiries, escalations, and provider benefits. Describe the performance expectations/metrics for this individual and their team:
• 95% Quality audits
• 97.5% conformance/90% adherence to schedule
• Handle time/hold time/ASA goals
• Strong typing skills/computer skills - on an average call, workers would use at least 3-4 systems (OMNI, Claims, Authorizations, Make payments, ABS, Outlook, Skype IM, etc.)
• Strong interpersonal skills- it is more than a contact center position/taking a phone call, the department is providing *concierge service*
• Must pass a knowledge check(s) during training- 3 attempts. After a third failed attempt, we will terminate.

Tell me about what their first day looks like:
• Meet leadership, connectivity to systems, logging in, agenda, and training expectations. Required Skills/Experience/Education:
• 1+ years of RECENT Call Center Customer Service Experience. Need to be comfortable working in a fast-paced high-volume call center.
• Strong Typing Skills (40 WPM), Microsoft Office Skills (Excel, Word, Outlook) and Multitasking skills navigating multiple systems/monitors.
• High-speed internet, quiet workspace at home to take calls, and GOOD ATTENDANCE.
• Strong work history and job stability, No more than 1+ year gaps on the resume
• Knowledge of medical terminology, medical records retrieval, and Bilingual Spanish, preferred not required.

High School Diploma or GED required. Associate or bachelor's Degree preferred
Job Type: Contract
Pay: $19.64 per hour
Expected hours: 40 per week
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
Schedule:
• 8 hour shift
• Holidays
• Weekends as needed
Experience:
• Call Center: 1 year (Required)
Location:
• Woodland Hills, CA 91367 (Required)
Ability to Commute:
• Woodland Hills, CA 91367 (Required)
Work Location: Remote

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