Medi-Cal Member Agent

Job Description

Job Description

Customer Support Representative

Job Summary
Kelly Services is seeking professional and customer-focused Customer Support Representatives to support members and providers by delivering high-quality service and assistance through inbound and outbound communications. In this role, you will respond to customer inquiries, research and resolve issues, document interactions, assist with online applications, and ensure compliance with all program and privacy requirements.
The ideal candidate is an experienced call center professional with strong communication skills, excellent attention to detail, and the ability to thrive in a fast-paced, performance-driven environment.

Key Responsibilities

• Respond to inbound member and provider telephone inquiries, ranging from general to moderately complex issues.
• Utilize automated call systems to answer calls and route inquiries to the appropriate department when necessary.
• Research member and provider concerns and provide timely, accurate resolutions in accordance with established Service Level Agreements (SLAs).
• Accurately document all customer interactions within a Customer Relationship Management (CRM) system.
• Resolve customer inquiries and update CRM records with complete and accurate information.
• Conduct outbound calls in response to customer requests or business needs.
• Assist callers with completing online applications and navigating program requirements.
• Adhere to all privacy, confidentiality, and security requirements applicable to supported programs.
• Escalate calls and connect customers with leadership or supervisors when necessary.
• Maintain a current understanding of applicable program policies, procedures, and regulations.
• Report system issues and operational concerns through established reporting channels.
• Meet established service, quality, productivity, and performance standards.
• Complete required training and certification activities as assigned.
• Collaborate effectively with team members, leadership, and other departments to ensure positive customer outcomes.

Required Qualifications

• Must be located in California
• High School Diploma or GED equivalent.
• 1 year of customer service experience
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Strong listening and troubleshooting skills.
• Ability to navigate multiple computer systems simultaneously.
• Experience documenting customer interactions accurately and professionally.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and comply with privacy regulations.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to meet strict attendance and schedule adherence expectations.

Preferred Qualifications

• Insurance industry experience strongly preferred.
• Experience supporting healthcare, insurance, benefits, government, or public assistance programs.
• Experience using CRM platforms and customer support systems.
• Experience assisting customers with online applications or account navigation.

Additional Candidate Requirements

• Candidates with previous Medicare or Medi-Cal customer service experience may be considered; however, preference will be given to individuals who can demonstrate:
  • Strong performance metrics
  • Long-term tenure in previous roles
  • Proven reliability and attendance
  • Consistent customer service excellence
• Ability to manage multiple tasks while maintaining accuracy and professionalism.
• Commitment to delivering exceptional service and creating positive customer experiences.

Work Environment

• High-volume inbound and outbound call center environment.
• Performance-driven setting with established quality, productivity, and service goals.
• Requires professionalism, adaptability, and strong attention to detail.

Attendance Requirements
Strict attendance and schedule adherence requirements are enforced. Representatives are expected to maintain reliable attendance, follow assigned schedules, and be available during all scheduled work hours to support operational and customer needs.

Why Join Us?

• Opportunity to support members and providers through meaningful customer interactions.
• Comprehensive training and ongoing development opportunities.
• Collaborative team environment with supportive leadership.
• Gain valuable experience in customer service, healthcare support, insurance-related services, and customer relationship management.

Apply today to join a team committed to delivering outstanding service and support to members and providers.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Opportunity is calling.

Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We’re KellyConnect®-and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.