(Medi-Cal) Correspondence Phone Support, Intermediate

Blue Shield of CA
United States, California, Lodi
Feb 04, 2025
Your Role Our Medi-Cal Customer Experience Teams receive incoming telephone calls from our members who need help navigating their Blue Shield of California Medi-Cal Insurance Coverage. The Medi-Cal Call Centers are open Monday - Friday from 8:00am-6:00pm, including some holidays. If hired, you will be required to attend and complete a paid, mandatory virtual training. You must attend each day for 8 hours, totaling 40 hours per week for the required training period. Training hours are 8:00 a.m-4:30.p.m Mon-Fri. The following job summary will help you understand the candidates/people well suited to our Medi-Cal Call Center Team. Job Summary: Start Date May 5th 2025 Our Medi-Cal Customer Experience Teams receive incoming telephone calls from our members who need help navigating their Blue Shield of California Medi-Cal Insurance Coverage. As a Medi-Cal Correspondence Phone Support, Intermediate, you are in charge of upholding our mission of providing service worthy of our family and friends. Our members look to you to help them navigate healthcare, providing empathy and advocacy. You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon. Medicare provides health coverage to individuals 65 and older or those with a severe disability regardless of income, whereas Medi-Cal (California's state-run and funded Medicaid program) provides health coverage to those families with low income, as well as others who might be eligible for this program. Successful CSRs deliver an effortless customer experience by: Taking the lead - our CSRs take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution. Identifying future problems - not only do our CSRs solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction. Sharing insights with peers and management - our positive team culture relies on open communication to continuously improve how our work gets done. Having fun! - our work is important, but we don't take ourselves too seriously. We love helping others and have a fun community dedicated to doing so! You must also be: Available to work a scheduled 8-hour shift, which includes 2 scheduled breaks and a lunch period, also available to work an occasional holiday as part of your regularly scheduled shift Patient with members who call into our Centers with a question or a problem A good listener and not only answer the questions they ask you, but identify and answer questions the member may not be aware they needed Comfortable using a computer with 2 display monitors to allow you to navigate to multiple screens for information Comfortable using Excel spreadsheets to calculate member premiums for health insurance To multi-task using a computer; talking to the member, and entering member information into their online record Your Knowledge and Experience Requires a High School Diploma or GED, or equivalent Requires at least 3 years of prior relevant experience Flexibility in availability is required including weekends and holidays, shifts are not guaranteed Requires attending and completing training facilitated remotely Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently Requires high internet connectivity speed of a minimum 11MBPS and 3 MBPS upload speed Requires private work location at their residence free from distractions and within 25 feet of their Wi-Fi modem Preferred Qualifications Bilingual - Spanish. Language proficiency as demonstrated by successful completion of an oral language proficiency test Pay Range: The pay range for this role is: $19.17 to $26.84 for California. Note: Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.