Job Description

Call Center Care Coordinator (Bilingual Preferred - Spanish)

Contract-to-Permanent | 100% Remote | California Residents Only | Pacific Time Zone Hours

Schedule:
Monday to Friday, 8:30 AM – 5:30 PM PST or 9:00 AM – 6:00 PM PST
Must be available to work weekends as needed

Position Overview:

We are seeking a highly organized and compassionate Call Center Care Coordinator to join our team in a remote, contract-to-permanent role . This individual will support members through outreach, appointment scheduling, and care coordination activities. The ideal candidate will have prior call center experience, preferably in a healthcare or health plan setting, and be bilingual in Spanish (preferred but not required).

Key Responsibilities:

• Handle high-volume inbound and outbound calls from members and providers

• Verify member eligibility and schedule medical appointments

• Conduct appointment reminder and follow-up calls

• Send appropriate letters (e.g., unable to contact, appointment reminders)

• Communicate with provider offices for scheduling and member support

• Track all interactions in Salesforce and maintain accurate documentation

• Assist members with accessing benefits, including transportation and language assistance

• Adhere to all departmental procedures, state and federal regulations, and accreditation standards

• Provide general administrative support: scheduling meetings, file management, supply ordering, etc.

• Collaborate across departments and with external partners to support projects and program implementation

• Retrieve and compile data for reports and compliance purposes

• Identify and communicate operational issues to management

Additional Duties May Include:

• Supporting care coordination and service authorization processes for members with medical, surgical, or long-term care needs

• Coordinating with public agencies and internal medical directors or care teams

• Reviewing health needs and individualized care plans

• Maintaining communication with all professionals involved in a member’s care

• Ensuring timely prior authorizations and review decisions are communicated

• Responding to inquiries from members, providers, and state agencies

Qualifications:

• Must reside in California

• Must have call center outreach experience

• Bilingual in Spanish preferred

• Experience in a health plan or medical office setting is a plus

• Appointment scheduling experience is a plus

• Strong organizational, communication, and interpersonal skills

• Ability to multitask and work independently in a fast-paced environment

• PC literate; comfortable using Microsoft Office and multiple databases

• Knowledge of HIPAA and experience handling confidential health information

• Bachelor's degree in healthcare or related field preferred (relevant experience will be considered in lieu of degree)

• 1–2 years clinical or related experience preferred

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