Customer Service Representative- Bakersfield 1.1

Description Employment Details: Location: Bakersfield, CA. (Onsite)

Classification: Full-Time

This position is non-exempt and will be paid on an hourly basis. Schedule Universal Healthcare MSO's standard operating hours are Monday through Friday, from 8:00 a.m. to 5:00 p.m. Pacific Time. Unless otherwise specified, all employees are expected to work their assigned schedules and remain available during these operational hours.

One exception may apply to employees working in the Call Center. Due to business needs and after-hours member support requirements, Call Center employees may be assigned schedules outside of standard business hours. Individuals accepting a position within the Call Center should be aware that rotating shifts may be required, including evening schedules that typically range from 11:00 a.m. to 8:00 p.m.

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

Compensation: 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. We believe that exceptional talent deserves exceptional rewards. As a committed and forward-thinking organization, we offer competitive compensation packages designed to attract and retain top candidates like you.

Position Summary 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.

Requirements Job Duties and Responsibilities:

• 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 timeframes, 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.

Qualifications

• 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.