Customer Service Representative (Bilingual Required)

Sunshine Staffing is currently seeking Customer Service Representative for a corporate setting! The Customer Service Representative (CSR) is the first line of contact for The Client Health’s members and providers. The incumbent will assist members and providers with questions related to the Medi-Cal programs for Orange County. The incumbent will resolve member inquiries and complaints fairly and effectively. The incumbent will provide information regarding eligibility, enrollment, benefits and services to The Client Health’s eligible members and providers.

Responsibilities

• Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.
• Assists the team in carrying out department responsibilities and collaborates with others to support short and long-term goals/priorities for the department.

• Addresses member and provider inquiries, questions and concerns in all areas including eligibility, enrollment, claims or authorization status, benefit interpretation and referrals/authorizations for medical care in-person or telephonically.
• Communicates, builds and maintains internal and external relationships by prompt and accurate service.
• Identifies and communicates challenges that might arise with the use of professional judgement while adhering to departmental policies and procedures.
• Serves as a mediator to ensure the interests of members and CalOptima Health are protected.
• Follows through on and completes all member and provider inquiries or requests.
• Enters accurate, complete and correct documentation into Facets regarding all issues and/or inquires, complaints and grievances.
• Serves as a resource for other team members.
• Functions efficiently and productively in a high-volume telephone call center.
• Maintains departmental productivity and quality standards.

Possesses the Ability to:

• Establish and maintain effective working relationships with CalOptima Health’s leadership and staff.
• Work efficiently and productively with minimal direct supervision.
• Collaborate and work in a team.
• Handle multiple tasks at the same time.
• Apply principles and techniques for handling customer service challenges.
• Communicate clearly and concisely, both orally and in writing.
• Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets and/or other information applicable to the position assignment.

Experience & Education

• High School diploma or equivalent required.
• 6 months of customer service experience required.
• Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Farsi, Chinese, Korean, Spanish, Vietnamese) required.
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above is also qualifying.

Preferred Qualifications

• Health Maintenance Organization (HMO), Medi-Cal/Medicaid and health services experience.
  • 3-6 months of call center experience.
  • Typing speed of 40 words per minute (WPM).

Knowledge of:

• Customer resolution skills.
• Basic understanding of managed health care, health care systems and medical terminology.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Necessary Attributes

• Audit documentation for accuracy and completeness.
• Meet strict deadlines.
• Maintain a tracking system for invoices/vouchers.
• Maintain adequate controls over confidential records.
• Data entry with high accuracy rate.
• Communicate clearly and concisely, both verbally and in writing.
• Utilize computer and appropriate software (e.g. Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems (e.g. Great Plains) to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.

At Sunshine Enterprise USA LLC, we firmly believe that our employees are the heartbeat of our organization, and we are happy to offer the following benefits:

• Competitive pay & weekly paychecks
• Health, dental, vision, and life insurance
• 401(k) savings plan
• Awards and recognition programs
• Benefit eligibility is dependent on employment status.

Sunshine Enterprise USA is an “Equal Opportunity Employer—Minorities, Females, Veterans and Disabled Persons”