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Customer Service Representative

WellSpace Health

Customer Service Representative

Sacramento, CA
Full Time
Paid
  • Responsibilities

    Job Description

    CUSTOMER SERVICE REPRESENTATIVE

    DEPARTMENT: Nexus

    REPORTS TO: Utilization Management Director

    STATUS: Full-Time

    FLSA: Non-Exempt PAY: $19/hr

     

    ORGANIZATION INFORMATION

    WellSpace Health believes that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. We see you and are here for you. To that end, we have committed ourselves to finding solutions for our community’s health and wellbeing to achieve regional health through high quality comprehensive care.

     

    Our focus has always been to offer a full range of quality medical care, dental care, mental health and behavioral health services, and enabling services to underserved people. We do this by placing ourselves within the communities we serve and employing outstanding healthcare professionals who are devoted to our mission.

     

    We are a Federally Qualified Health Center (FQHC) and are accredited by the Joint Commission for Ambulatory Care and Behavioral Health. We are also certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home.

     

    POSITION SUMMARY

    The Customer Service Representative will guide our members and providers to a better healthcare experience, working every day to make healthcare easy by the services they provide.

     

    REQUIRED QUALIFICATIONS

    • High School diploma, or equivalent.
    • Communicate clearly and concisely, both verbally and in writing and demonstrate a high level of listening skills.
    • Ability to abide by standards of professional ethics and maintain HIPAA rules of confidentiality.
    • Excellent customer service experience including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
    • Proficient Computer skills, Computer (PC) literate in Microsoft Word, Excel, PowerPoint, Outlook email and database software.
    • Ability to use standard office equipment including phone, fax, copier.
    • Ability to establish and maintain positive, professional relationships.
    • Ability to work with organizational functions and personnel.
    • Strong administrative skills with attention to detail.
    • Business and analytical problem-solving skills.
    • Ability to work independently.
    • Demonstrated commitment to the provision of services for the underserved and sensitivity working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
    • Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
    • Assist and support the Center/Department/Program to meet standards of high reliability.

     

    ESSENTIAL RESPONSIBILITIES

    • Respond to general and moderately complex telephone calls.
    • Answer telephone calls using an automated system; take messages and/or forwards calls to appropriate personnel.
    • Research member or provider calls/inquiries and respond to appropriate parties.
    • Record calls in the portal ticketing module, resolve member requests/inquiries and update tickets.
    • Interface with team personnel, management, and members in reference to customer service issues.
    • Conduct outbound calls to members in response to member’s direction or other business needs.
    • Use standard call-center technology: telephones, e-mail and web browsers.
    • Adhere to provided schedule.
    • Connect callers with leadership as needed.
    • Maintain up-to-date knowledge of Medi-Cal regulations and policies as they apply to the various programs we service.
    • Respond to telephone inquiries within set time parameters.
    • Complete all assigned training as necessary.
    • Other duties as assigned.

    BENEFITS

    Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

     

    • Paid bereavement and jury duty leave
    • 11 paid holidays per year
    • Paid time off
    • Paid sick leave
    • Flexible Spending Program
    • Company paid malpractice insurance for all providers
    • Professional development hours offered annually

     

    PHYSICAL DEMANDS AND WORK ENVIRONMENT

    The work environment is characteristic of a medical clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.

     

    The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

     

    WellSpace Health is committed to the principals of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

     

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    WELLSPACE HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER

    Company Description

    WellSpace Health has provided care and support to individuals and families throughout the Sacramento region since 1953. Our focus has always been to offer a full range of quality medical care, dental care for children and adolescents, mental health and behavioral health services to underserved populations. We do this by placing ourselves within the communities we serve and employing outstanding healthcare professionals who are devoted to our mission. WellSpace Health is a statewide leader in designing and delivering integrated care that treats the whole person, body and mind. Our people-first approach to comprehensive healthcare means that patients are embraced by a “blanket of care” delivered with competence and compassion.