Job Description

📌 Job Title: Customer Service Representative (CSR)

🕒 Training & Work Schedule

• Training Hours: 8:30 AM – 5:30 PM (includes a 1-hour lunch break)
• Post-Training Schedule: 8-hour shifts scheduled between 8:00 AM – 5:30 PM, with lunch breaks ranging from 30 minutes to 1 hour
• Final schedules will be provided by the end of training or earlier
• Schedules may change based on business needs; any changes will be communicated at least one day in advance
• Employees scheduled to end at 5:30 PM must remain until the call queue is cleared, which may occasionally extend the shift slightly beyond 5:30 PM

🎯 Role Overview

As a Customer Service Representative, you will serve as the first point of contact for CalOptima Health members and providers. You’ll handle inquiries and resolve concerns related to Medi-Cal programs in Orange County with professionalism and empathy.

💼 Key Responsibilities

• Respond to member and provider inquiries regarding eligibility, enrollment, benefits, and services
• Deliver exceptional customer service with a focus on consistency, dignity, and accountability
• Resolve all inquiries during the initial interaction whenever possible
• Maintain departmental productivity and quality standards
• Serve as a resource to team members and contribute to a mission-driven, high-performance culture

✅ Qualifications

• High school diploma or equivalent
• Minimum of 6 months experience in a call center environment, preferably within managed care

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