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Customer Service Representative


Cypress, CA, USA


$18 - $24 per hour

Job Type

Full-Time / In-house

Position Summary

This position is responsible for answering telephone calls in a prompt, courteous, professional manner and acting as a liaison between Primary Care Associates of CA/Unilogic Healthcare Management, LLC and members; contracted and non-contracted care providers, ancillary providers; health plans; billing companies; collection companies, to provide assistance and respond to service requests. You will have 30/60/90-day evaluations to determine if the essential duties and responsibilities are being met and if you have passed the 90-day probationary period.

Essential Responsibilities

  • Assist customers on the telephone with inquiries, updates, changes related but not limited to claims, eligibility, referrals, billing, access, transportation, and general coordination of care through thorough 

  • research in a timely manner. 

  • The monthly expectation is to perform at a quality level of 90% accuracy of all measures.

  • The daily expectation is to efficiently answer a minimum of 60 calls per day (inbound).

  • 100% thorough documentation of every call.

  • Thoroughly verify HIPAA requirements to ensure account accuracy.

  • Follow up on all open issues.

  • Communicate recurring issues and trends to management.

  • Representative is responsible for being a resource for other team members.

  • Assist with member outbound calls as needed.

  • All other duties as assigned.


  • High School Diploma or equivalent experience

  • A minimum of two (2) years of customer service experience in a call center environment required. 

  • Ability to multitask, prioritize and work in a fast-paced environment.

  • Knowledge of HIPAA transaction sets, regulations/privacy laws

Skills and Abilities

  • Computer literate (Excel, Word, Etc.).

  • Excellent communication, organization, and customer service skills.

  • Proven ability to problem-solve and complete projects with-in appropriate time frames.

  • Strong attention to details.

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