Evening Call Center Jobs in Riverside, CA (NOW HIRING)

Join Us in this Amazing Opportunity

The Team You'll Join

We are a mission driven community-based organization that serves member health with excellence and dignity, respecting the value and needs of each person. If you are ready to advance your career while making a difference, we encourage you to review and apply today and help us build healthier communities for all.

More About the Opportunity

We are hoping you will join us as a Lead Customer Service Rep - Covered CA Call Center and help shape the future of healthcare where you'll be an integral part of our Customer Service team, helping to strive for excellence while we serve our member health with dignity, respecting the value and needs of each of our members through collaboration with our providers, community partners and local stakeholders. This position has been approved to be Full Office.

• If telework is approved, you are required to work within the State of California only and if Partial Telework, also come in to the Main Office in Orange, CA, at least two (2) days per week minimum.

The Customer Service Rep - Lead for the Covered California Call Center will provide services to CalOptima Health staff, members and providers. You will assist staff, members and providers with questions related to the Covered California program for Orange County. You will provide information regarding eligibility, enrollment and benefits to CalOptima Health members and member eligibility information to CalOptima Health providers and will serve as a mentor and resource for Customer Service Representatives (CSRs). Together, we are building a stronger, more equitable health system.

Your Contributions To the Team:

• 75% - Customer Service Support

• 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.

• Monitors key performance indicators to ensure regulatory requirements are achieved and maintained.

• Provides subject matter expertise and guidance to staff during member and provider interactions.

• Leads and carries out project assignments in a timely and effective manner by adhering to company and departmental policies and procedures.

• Processes and resolves escalated or complex member and provider instances via in-person or telephonically.

• Refers issues interdepartmentally and makes recommendations for further contacts within CalOptima Health.

• Assists management with daily monitoring of customer service tasks, projects and case queues.

• Collaborates with management and interdepartmentally to develop strategies to reinforce, train and disseminate information to meet operational and service performance requirements.

• Aids leadership in identifying and resolving operational problems using defined processes, expertise and judgment.

• 20% -

• Assists management with CSR performance reports and provides feedback for evaluations.

• Monitors and addresses queue volume and wait times.

• Sends daily call center reports.

• Assists with the coordination of staff meetings and presentations.

• 5% - Completes other projects and duties as assigned.

Do You Have What the Role Requires?

• High school diploma or equivalent PLUS 3 years of customer/member services experience, including 2 years of experience in health insurance exchange, marketplace and/or commercial Individual and Family Plan (IFP) required; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.

You'll Stand Out More If You Possess the Following:

• Experience at a health plan leading customer service functions for an exchange or commercial product.

• Experience with Covered California.

• Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Chinese, Farsi, Korean, Russian, Spanish, Vietnamese).

What the Regulatory Agencies Need You to Possess?

• N/A

Your Knowledge & Abilities to Bring to this Role:

• Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds.

• Work independently and exercise sound judgment.

• Communicate clearly and concisely, both orally and in writing.

• Work a flexible schedule; available to participate in evening and weekend events.

• Organize, be analytical, problem-solve and possess project management skills.

• Work in a fast-paced environment and in an efficient manner.

• Manage multiple projects and identify opportunities for internal and external collaboration.

• Motivate and lead multi-program teams and external committees/coalitions.

• 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.

Your Physical Requirements (With or Without Accommodations):

• Ability to visually read information from computer screens, forms and other printed materials and information.

• Ability to speak (enunciate) clearly in conversation and general communication.

• Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.

• Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.

• Lifting and moving objects, patients and/or equipment 10 to 25 pounds

Ways We Are Here For You

• You'll enjoy competitive compensation for this role.

• Our current hiring range is: Pay Grade: 305 - $55,966 - $83,949 ($26.91 - $40.3601).

• The final salary offered will be based on education, job-related knowledge and experience, skills relevant to the role and internal equity among other factors.

• This position is approved for Full Office (**If the position is Telework, it is eligible in California only**)

• A https://www.caloptima.org/en/careers#benefits

• CalPERS pension program and additional retirement packages.

• Additional benefits and perks including:

• A generous PTO program

• A quality work life balance

• Various wellness programs

• Tuition Reimbursement

• Professional development opportunities

• Career development opportunities

• Flexible scheduling

• And the satisfaction of knowing your work directly impacts and improves healthcare access for thousands of individuals and families.

Our Work Environment:

If located at the 500, 505 Building or a remote work location:

• Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.

• There are no harmful environmental conditions present for this job.

• The noise level in this work environment is usually moderate.

If located at PACE:

• Work is typically indoors in a clinical setting serving the frail and elderly.

• There may be harmful or hazardous environmental conditions present for this job.

• The noise level in this work environment is usually moderate to loud.

If located in the Community:

• Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.

• Employee will occasionally work outdoors in varied temperatures.

• There may be harmful or hazardous environmental conditions present for this job.

• The noise level in this work environment is usually moderate to loud.

Why Join Us?

We believe that diverse perspectives drive innovation. Each employee brings a unique perspective to the overall team and we value everyone's input and we are committed to creating an inclusive environment where you and every team member can thrive while making a meaningful impact on our community members. Our team reflects and represents the communities we serve, and we welcome candidates from all backgrounds who share our commitment to accessible, quality healthcare.

What's Your Next Step?

All Applications will be accepted on a continuous basis until a sufficient number