Customer Service Representative- Bakersfield

Employment Details

Location: Bakersfield, CA (Onsite)

Classification: Full-Time

Schedule: Monday-Friday 8am-5pm

Benefits:

• Medical
• Dental
• Vision
• Paid Time Off (PTO)
• Floating Holiday
• Simple IRA Plan with a 3% Employer Contribution
• Employer Paid Life Insurance
• Employee Assistance Program

The initial pay range for this position upon commencement of employment is projected to fall between $20.00 and $24.99. However, the offered base pay may be subject to adjustments based on various individualized factors, such as the candidate's relevant knowledge, skills, and experience.

The Customer Service Representative is tasked with handling incoming calls from various stakeholders, including health plan members, employers, providers, and health plans, regarding inquiries related to benefits, authorizations, claim resolution, and eligibility. They are responsible for assessing the purpose of each call and delivering accurate and relevant information to callers, even when dealing with complex inquiries.

• Handle telephone inquiries from members, employers, providers, and health plan coordinators with professionalism and efficiency.
• Exhibit a courteous, professional, and helpful demeanor to all callers, ensuring a positive customer experience.
• Maintain composure and professionalism when addressing difficult or upset callers, employing de-escalation techniques as needed.
• Promptly address caller needs by providing accurate information or efficiently transferring the call to the appropriate party or department.
• Adhere to call center standards, including answering calls within established time frames, managing the number of rings, minimizing on-hold time, and reducing call abandonment rates.
• Consistently provide accurate, detailed, and thorough information to callers, ensuring understanding and resolution.
• Utilize available tools, resources, and systems to research and resolve moderately complex issues effectively.
• Escalate complex or significant issues to the supervisor or appropriate department, ensuring timely resolution and communication of potential impacts on other areas.
• Maintain accurate records of interactions and resolutions in the designated system to ensure seamless follow-up and reporting.
• Stay informed of organizational updates, policies, and changes that may affect call handling or customer interactions.
• Demonstrate a commitment to continuous improvement by participating in training sessions, quality monitoring feedback, and team initiatives.
• Perform any other duties as assigned.

• High school diploma or GED required.
• Proficiency in principles and processes for delivering excellent customer service.
• Familiarity with medical insurance, basic medical terminology, and experience in a managed care environment preferred.
• Strong organizational skills with the ability to manage multiple priorities and projects effectively.
• Competence in using various general Office equipment such as desktop computers, copy machines, scanners, facsimile machines, and telephone equipment safely and accurately.
• Typing speed of 45 words per minute or higher.
• Bilingual proficiency in English and Spanish preferred.