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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