Member Services Representative (Bilingual Tagalog) – Call Center
Job Description
Member Services Representative (Bilingual Tagalog) – Call Center
Location: Alameda, CA 94502 (Onsite)
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Pay: $28.61/hr
Summary
Hiring a Member Services Representative (Bilingual Tagalog/English) for an onsite call center role supporting health plan members and providers. This Member Services Representative position is ideal for customer service professionals who can handle a high volume of inbound calls, deliver accurate answers on benefits and eligibility, and document every interaction in a CRM. If you have call center experience, strong de-escalation skills, and enjoy problem-solving across multiple computer systems, this Member Services Representative role is a strong match.
Responsibilities
- Answer a high volume of inbound/outbound calls; support members via phone, email, chat, and written communications
- Explain benefits, eligibility, claims status, authorizations, provider network questions, and health plan services
- Research member issues across multiple systems/databases using a multi-monitor setup
- Provide excellent customer service, active listening, and clear communication; de-escalate upset callers professionally
- Accurately document all contacts in a CRM (service requests, dispositions, notes, follow-ups, outcomes)
- Coordinate with internal departments (claims, enrollment, authorizations, pharmacy, IT, appeals/grievances) to resolve complex cases
- Assist members with online self-service tools (member portal/web navigation support)
- Meet performance metrics for quality, productivity, documentation accuracy, attendance, and customer satisfaction
Qualifications
- High school diploma or GED required (Bachelor’s preferred or equivalent experience)
- Bilingual Tagalog/English required; must pass a language proficiency exam (90%+ score)
- 1+ year customer service experience (call center/contact center preferred; healthcare/managed care a plus)
- Comfortable with headset-based work, constant computer use, and fast-paced queues
- Strong typing/data entry and documentation skills; CRM experience (Salesforce or similar) preferred
- Familiarity with medical terminology, benefits/eligibility, claims, and authorization workflows is a plus
Job Requirements
Qualifications
- High school diploma or GED required (Bachelor’s preferred or equivalent experience)
- Bilingual Tagalog/English required; must pass a language proficiency exam (90%+ score)
- 1+ year customer service experience (call center/contact center preferred; healthcare/managed care a plus)
- Comfortable with headset-based work, constant computer use, and fast-paced queues
- Strong typing/data entry and documentation skills; CRM experience (Salesforce or similar) preferred
- Familiarity with medical terminology, benefits/eligibility, claims, and authorization workflows is a plus