[Hiring] Medicare Call Center Agent @Fortuna BMC

Role Description

Join Fortuna as a full-time Medi-Cal Call Center Agent, supporting members and providers in a high-volume inbound phone environment. This position is designed for experienced call center professionals who are comfortable working within structured procedures, navigating multiple computer systems, researching information independently, and meeting closely monitored performance expectations.

This is a phone-based position with no email or chat interaction for members and providers.

• Candidates must reside within a 100-mile radius of West Sacramento, California.
• If you are having technical or internet issues that prevent you from working remotely, you will be required to drive into Sacramento and work from the office.
• You will be required to pass a typing assessment scoring a minimum of 30 words per minute and 95% accuracy.

Worksite: Remote; must reside within 100 miles of Sacramento, CA.

Work hours: Monday-Friday, 8:00 a.m.-5:00 p.m. or 8:30 a.m. to 5:30 p.m.

Compensation: $18.00 per hour

Training: Starting on November 2nd, there will be 7 weeks of paid, remote training, Monday-Friday, 8:00 a.m.-5:00 p.m.

Qualifications

• At least six months of recent, high-volume inbound call center experience; one year or more is strongly preferred.
• A minimum of six months of professional healthcare experience is preferred.
• Experience working in a performance-driven call center.
• Strong basic computer skills.
• Typing speed of at least 30 WPM with 95% accuracy.
• High school diploma or GED.
• Reliable internet service with a minimum download speed of 50 Mbps.
• A private, quiet, and distraction-free home workspace appropriate for confidential healthcare member calls.
• Bilingual in Spanish is a plus.

Requirements

• Complete a seven-week remote training program with reliable attendance and active participation.
• Handle a continuous volume of inbound Medi-Cal member and provider calls.
• Respond to member and provider questions accurately, professionally, and efficiently.
• Use an internal Wiki to research policies, procedures, and approved responses while assisting members.
• Navigate multiple systems and applications while maintaining an active phone conversation.
• Document every caller interaction clearly and accurately.
• Follow established call procedures, scripts, verification requirements, and escalation protocols.
• Resolve member concerns whenever possible or escalate issues through the appropriate channels.
• Protect confidential information and follow all privacy and security requirements.
• Consistently meet performance expectations for average handle time, schedule adherence, attendance, call quality, documentation accuracy, and other assigned KPIs.
• Accept coaching and apply feedback to improve performance.

Benefits

• Seven weeks of comprehensive paid training.
• Company-provided laptop and required accessories.
• Benefits available after a 90-day waiting period.
• A structured, full-time schedule.
• Ongoing coaching and performance feedback.

Important Expectations Before Applying

• This position may not be a good fit for individuals seeking email, chat, or non-phone customer service work.
• Attendance during the seven-week training program is critical.