Remote Healthcare Call Center Agent

We are seeking a skilled and service-oriented call center representative with 2 or more years of experience in a high-volume call center environment to join a healthcare-focused team. In this role, you will provide exceptional support to callers by addressing their healthcare services and program inquiries. This position is critical in ensuring accurate, timely, and compassionate assistance, helping individuals navigate the complexities of healthcare systems while adhering to program guidelines and quality standards. This is a three-month temporary assignment.

WORKSITE: Remote, CST Time

WORK SCHEDULE: Availability of 7:00 am to 7:00 pm CST Mon to Fri

COMPENSATION: $15.00

WHAT WE OFFER:

• Paid sick leave based on state regulations after 90 days of employment
• Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)
• Free TeleMedicine and Mental Health for all employees and their families
• Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability

WHAT YOU'LL DO:

• Answer incoming phone calls professionally and courteously.
• Follow quality assurance guidelines and scripts for each call.
• Adhere to security protocols during every interaction.
• Utilize applicable systems (e.g., DE) to access program details and respond to inquiries.
• Communicate accurate information effectively.
• Maintain appropriate call talk times and adhere to file protocols.
• Process incoming Level 1 documents accurately and efficiently.
• Meet or exceed quality performance standards for calls and processing.
• Perform additional tasks as assigned.
• Follow established processing guidelines.

WHAT YOU'LL BRING:

• 2+ years of call center experience
• Strong customer service skills and the ability to handle customer inquiries professionally.
• Proficiency in understanding and utilizing file details.
• Effective de-escalation techniques for resolving customer concerns.
• Attention to detail in both call handling and document processing.
• Proficient computer skills, including keyboarding and use of office equipment.
• Commitment to maintaining confidentiality and compliance with HIPAA standards.
• Ability to adapt to changing environments and manage time effectively.
• Strong interpersonal and communication skills.
• Fluent in Spanish and English- both written and verbal.

Work Conditions and Physical Demands

• Primarily sedentary role in a remote office environment.
• Requires manual dexterity for operating computers, phones, and dual monitors.
• Ability to comprehend, interpret, and communicate information effectively.
• May require extended hours based on business needs.

Fortuna operates as a staffing agency that sources, screens, and presents potential candidates for employment opportunities on behalf of our clients.

Fortuna was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including the CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools

Career Site: www.gofortuna.com.