(Behavioral Health) Correspondence Phone Support, Intermediate

Your Role

Our Behavioral Health Customer Experience Team receives incoming telephone calls from BSC's fully insured group customers. Our agents are trained to go above and beyond, providing high quality, white glove, one stop shop service. The Correspondence Phone Support, Intermediate will report to the Operations Manager. As a Behavioral Health Customer Service Representative (CSR), you are in charge of upholding our mission of providing a service worthy of our family and friends. Our members look to you to help them navigate healthcare, providing empathy and advocacy.You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon.

The Behavioral Health Call Center is open 7 days a week, 8:00 a.m. - 8:00 p.m., including most holidays. If hired, you will be required to attend and complete paid, mandatory training remotely. You must attend training each day for 8 hours, totaling 40 hours per week for the required training period. Training hours are 8:00 a.m-4:30.p.m Mon-Fri. After completion of training, agents may work remotely and will be assigned a daily 8hr shift within the aforementioned hours of operation totaling 40hrs a week. The assigned shift can be different from training hours.

The following job summary will help you determine if you are well suited for our Behavioral Health Call Center Team.

Job Summary:

Projected Start date: November 2nd, 2026

Mandatory Training: Remote

Successful CSRs deliver an effortless customer experience by:

• Taking the lead - our CSRs take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution.
• Identifying future problems - not only do our CSRs solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction.
• Sharing insights with peers and management - our positive team culture relies on open communication to continuously improve how our work gets done.
• Having fun! - our work is important, but we don't take ourselves too seriously. We love helping others and have a fun community dedicated to doing so!

You must also be:

• Available to work a scheduled 8-hour shift, which includes 2 scheduled breaks and a lunch period, also available to work occasional holidays as part of your regularly scheduled shift
• Able to maintain a high degree of patience and care for members who call into our call centers with a question or a problem.
• A good listener and answer the caller's questions, but identify and provide answers to questions the member may not be aware they need to know
• Comfortable using a computer with 2 display monitors to allow you to navigate to multiple screens for information
• Comfortable using Microsoft Office including Outlook and Teams
• Able to multi-task using a computer; talking to the member, and entering member information into their online record

Your Knowledge and Experience

• Must reside in the state of CA, preferrable within a 50-mile radius of one of our office locations - El Dorado Hills, Lodi, Long Beach, Oakland, Rancho Cordova, Redding, San Diego, Woodland Hills, etc.
• Requires a High School Diploma or GED, or equivalent
• Typically requires at least 3 years of prior relevant experience
• Previous mental health experience is valued but not required
• Flexibility in availability is required including hours and holidays, shifts are not guaranteed
• Requires attending and completing training facilitated remotely
• Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently
• Requires high internet connectivity speed of a minimum of 11MBPS and 3 MBPS upload speed
• Post-training, Requires private work location at your residence free from distractions and within 15 feet of your Wi-Fi modem

Hybrid Virtual Work

This role allows employees to work virtually full-time, however employees will be expected to come to the office based on business need.