Customer Service Representative, Member Service Call Center

A top employer in the healthcare industry is looking for a Customer Service Representative to join their team based out of San Diego, CA (92108 zip code). This position will start onsite but offers the opportunity to go fully remote after 6 to 8 weeks with equipment fully provided.

Some responsibilities of the Customer Service Representative will include but are not limited to:

Manage high call volume
- 60 to 80 inbound calls per day, typically lasting 2 to 3 minutes each
- 80% - 90% of calls will require assistance with a medical record number (MRN) for various reasons, including demographic verification and creating new MRNs; customers are 90% internal employees with 10% misrouted calls
- 10% - 20% of calls will come from the emergency department or stroke center, necessitating quick resolution times (around 30 seconds)
- Handle misrouted calls and MRNs for new employees or volunteers

Currently training on and using 5 to 6 systems, including Epic systems, with an ongoing transition to incorporate more into Epic and KPMC

SCHEDULE:
Monday - Friday
8am - 5pm PST onsite
Some flexibility on start time; availability to work weekends if desired

TRAINING:
6 to 8 weeks of onsite training from 8am - 5pm PST, with opportunities to earn a fully remote position

IMPORTANT TO NOTE:
Must be comfortable navigating multiple systems simultaneously as they will be using 5 to 6 systems based on caller requests.

This is an opportunity to join one of the top hospital/healthcare employers in the US. YOU DONT WAN TO MISS THIS!

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience
- High School Diploma, GED, or equivalent
- 2+ year's professional experience in a call center, specifically handling high-volume calls
- Experience and comfortability navigating multiple systems

Nice to Have Skills & Experience
- Healthcare background with familiarity in working with medical record numbers (MRN)
- Higher education qualifications

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.