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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