Communication Center Representative

Pomona, CA, USA|Remote

Job Overview

Employment Type

Hourly

Compensation

Hourly

Range $17.00 - $19.00

Work Schedule

Rotating Shifts

Standard Hours

Job Description

ComplexCare Solutions is a dedicated healthcare company that stands out as more than just a service provider; it is a community of professionals driven by the commitment to positively impact the health and well-being of the communities they serve. The company specializes in delivering innovative health solutions that empower both health plan members and healthcare providers, fostering a collaborative environment that encourages creativity, initiative, and meaningful contributions to healthcare advancements. At ComplexCare Solutions, every team member plays a vital role in transforming ideas into tangible actions, contributing to the future improvement of healthcare services and experiences.\n\nThe role of Communication Center Representative at ComplexCare Solutions is a remote position ideal for individuals who are passionate about helping others and skilled in effective communication. Scheduled to start on August 10, 2026, this position involves working within the Supplemental Member Engagement (SME) Contact Center. Representatives will be responsible for scheduling in-home assessments and appointments, primarily engaging with health plan members, including elderly populations. This role requires exceptional interpersonal skills, empathy, and the ability to navigate member concerns or objections while maintaining high service standards. The Communication Center Representative will manage a high volume of calls, demonstrate strong customer service skills, and convert interactions into scheduled clinical visits efficiently. The position offers a competitive hourly wage starting at $17.00, with bilingual representatives earning $19.00 per hour. Additionally, there is a $3.00 per hour shift differential for evening hours worked Monday through Friday, enhancing the compensation package. ComplexCare Solutions emphasizes compliance with healthcare policies, confidentiality standards such as HIPAA, and overall company mission alignment, ensuring a professional and secure working environment. This role offers not only an opportunity for professional growth in healthcare communications but also the satisfaction of making a direct positive impact on members' health outcomes.

Job Requirements

High school diploma or equivalent
Strong computer literacy including data entry and Microsoft Office proficiency
Experience in a high call volume inbound/outbound call center or similar environment
Ability to work in a fast-paced environment and prioritize tasks
Excellent verbal and written communication skills
Sales experience preferred
Strong interpersonal and organization skills
Comfortable interacting with senior citizens
Knowledge of healthcare or managed care preferred
Ability to adapt to changing business needs
Must adhere to HIPAA and confidentiality standards
Ability to exercise independent judgement
Willingness to travel less than 5% for training
Bilingual skills strongly preferred

Job Qualifications

High school diploma or equivalent
Strong computer literacy including data entry and Microsoft Office proficiency
Experience in a high call volume inbound/outbound call center or similar environment
Excellent verbal and written communication skills
Sales experience strongly desired
Strong interpersonal and organizational skills
Ability to work effectively in a fast-paced environment and meet performance metrics
Comfortable working with senior citizen population
Knowledge of healthcare or managed care preferred
Ability to exercise independent judgement within company policies

Job Duties

Conduct outbound and inbound calls to health plan members to schedule in-home assessments by nurse practitioners or other clinical staff
Provide members with full details of the in-home assessment within guidelines of clients
Provide friendly customer service with a positive attitude, building rapport and trust with members
Present, promote, and sell benefits of in-home assessment through active listening skills, empathy, and the ability to overcome objections
Schedule appointments for client's members in a physician’s office as needed
Maintain compliance with Complex Care Solutions' policies, procedures and mission statement
Adhere to all confidentiality and HIPAA requirements as outlined within company policies
Fulfill additional responsibilities as reasonably assigned to achieve operational and financial success