Johnson Service Group Is Hiring A Bilingual Customer Service Call Center Representative

Johnson Service Group (JSG) is seeking a Customer Service - Call Center Representative for a health plan in South San Francisco, CA. This role requires bilingual proficiency in English and one additional language, such as Spanish, Tagalog, or Chinese (Mandarin/Cantonese). On-site position with a dynamic team dedicated to providing excellent customer care.

🌟 Job Overview

Location

On-Site in South San Francisco, CA

Work Schedule

Monday – Friday, 8:30 AM – 5:00 PM

Pay Range

$26.50 – $33.50 per hour, DOE (Depending on Experience)

🎓 Qualifications

Educational & Experience Requirements

• High school diploma or GED
• At least 1 year of experience in Customer Service or Call Center roles, preferably in healthcare or public-sector settings
• Experience with managed care plans, Medi-Cal, Medicare, and underserved populations

Knowledge

• Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
• Health insurance terminology and medical language
• Quality metrics relevant to call centers and best practices for achieving them

Skills

• Bilingual in English and Spanish, Tagalog, Chinese (Cantonese or Mandarin)

🛠️ Duties & Responsibilities

Essential Functions

• Handle high-volume inbound and outbound calls, delivering professional customer service in line with policies and performance metrics
• Follow call scripts and guidelines, maintaining confidentiality and HIPAA compliance
• Resolve member and provider concerns accurately and culturally competently
• Manage grievances, appeals, and billing issues, escalating when necessary
• Educate members/providers on eligibility, benefits, and provider networks
• Accurately document all interactions and follow-up actions
• Refer members to community partners such as Behavioral Health, Legal Aid, and others based on needs
• Determine when to escalate inquiries and collaborate with other departments
• Seek opportunities to improve processes and overall member experience
• Participate in departmental meetings, training, and coaching sessions
• Cross-train on various tasks to ensure operational continuity

Secondary Functions

• Conduct welcome calls and targeted outreach initiatives
• Represent the health plan at health fairs, community events, and meetings
• Perform additional duties as assigned

💼 Benefits & Employment Details

JSG offers a comprehensive benefits package including medical, dental, vision, life insurance, short-term disability, 401(k), weekly pay, and more.

Johnson Service Group is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.

🏢 About Johnson Service Group

Since 1984, JSG has been a leader in staffing and consulting solutions across various industries. Headquartered in Chicago, IL, with offices across the United States and Canada, JSG strives to empower people, support client success, and connect talented candidates with meaningful opportunities.

Learn more about us at https://www.jsginc.com/