Customer Service Navigator I

Customer Service Navigator I

W2 Contract

Pay Rate: $26.56 - $33.59 per hour

Location: South San Francisco, CA - Onsite Role

Job Summary:

Under direct supervision, respond to member and provider inquiries by telephone and other communication channels, providing members with comprehensive support regarding health plan benefits and services. Acts as the primary point of contact for members, delivering prompt, accurate, and courteous assistance via telephone and other communication channels, whether for general inquiries, concerns, or information requests about our programs, services, eligibility, or benefits.

Duties and Responsibilities:

• Handle inbound and outbound calls and other communications in a high-volume environment, providing excellent customer service and professionalism, in accordance with established policies and procedures, and meeting established performance and quality metrics.
• Adhere to established guidelines, call scripts, and resources to address member and provider inquiries; this includes maintaining the confidentiality of member information and complying with HIPAA and other relevant regulations. For non-routine inquiries, leverage available resources and expertise to resolve issues that fall outside standard protocols.
• Resolve concerns accurately, promptly, professionally, and with cultural competence; ensure that explanations are appropriate to the member's level of understanding and knowledge.
• Intake, handle, and coordinate member grievances, appeals, and billing issues, escalating to the Grievance and Appeals department when necessary.
• Educate members and providers about eligibility, benefits, and the provider network; assist members in selecting or changing their primary care physician and provide accurate information about available providers and effective dates for PCP assignments.
• Use listening skills and judgment to appropriately categorize and accurately document all interactions and follow-up actions regarding member and provider communications in accordance with established guidelines.
• Refer members to appropriate community partner agencies based on their specific needs, including Behavioral Health and Recovery Services, Aging and Adult Services, Legal Aid, Human Services Agency, and HICAP when applicable.
• Use strong professional judgment to determine when to escalate member or provider inquiries to other departments; share important information and collaborate with teams to resolve issues, including referring members to health services for care coordination.
• Proactively seek opportunities to improve processes and enhance the overall member experience.
• Attend and actively participate in regular departmental meetings, training sessions, and coaching sessions.
• Cross-train on a variety of tasks as requested to ensure continuity of operations.
• Conduct member outreach such as welcome calls and targeted outreach calls as assigned.
• Participate in and represent us professionally at health fairs, community partnerships, meetings, committees, and coalitions as assigned.
• Perform other duties as assigned.

Requirements and Qualifications:

• High school diploma or GED
• One (1) or more years of experience in a Customer Service or Call Center role, preferably in a healthcare or public-sector setting
• Previous experience with managed care plans, Medi-Cal, and Medicare programs, and working with underserved populations is preferred.
• Knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook
• Knowledge of health insurance and medical terminology
• Bilingual skills in Spanish, Mandarin, Cantonese, or Tagalog are preferred but not required.
• Ability to communicate effectively both verbally and in writing with diverse audiences
• Ability to maintain health information confidentiality and follow HIPAA privacy and security best practices

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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