Advantages of Joining Our Team:
- Remote/virtual work environment for California residents
- Opportunity to increase customer satisfaction and retention
- Provide accurate, consistent, timely, and meaningful information to members, customers, patients, and providers
- Build rapport and collaborative relationships with current and prospective members
- Support members inquiries and issues related to the KP plan and provider services

Responsibilities:
- Handle member inquiries regarding various topics such as facility inquiry, web support, ID card inquiries, eligibility and benefit inquiries, complaints, and service reviews
- Answer and document all incoming contacts to determine their nature and respond to complex calls
- Respond professionally to inquiries from internal and external customers
- Initiate contact with relevant personnel to obtain information relevant to the concern or inquiry
- Evaluate data to determine and implement appropriate course of action to resolve complaints and coordinate service recovery
- Follow established procedures to meet customer/member needs
- Interact effectively with diverse work units and organizational departments
- Complete required training and understand how to use tools available to recall necessary information
- Develop awareness of how performance and actions affect members and Member Service Contact Centers (MSCC) performance guarantees
- Promote, ensure, and provide customer service to internal/external customers
- Support compliance and the Principles of Responsibility (employer's Code of Conduct) by maintaining privacy and confidentiality of information and protecting the assets of the organization
- Perform other relevant duties as required

Additional Information:
- Remote/virtual work environment for California residents
- Must be willing to drive to the Member Services Contact Center location in Corona, CA, for equipment pick, technical issue, and training and development requirements
- Medicare responsibilities for up to two regions
- Premium Billing Enterprise responsibilities including billing inquiries, payment processing, complaints, and tax forms
- Protect the privacy and confidentiality of information
- Maintain compliance with employer's Code of Conduct
- Support customer service and quality service principles