Job 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 healthcare call center professionals who are comfortable working within structured procedures, navigating multiple computer systems, researching information independently, and meeting closely monitored performance expectations. The anticipated training start date is 1.4.2027.

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

Candidates must reside in 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 in CA.

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

Compensation: $18.50 per hour

Training: Starting on 1.4.2027, there will be 4 weeks of paid, remote training, Monday-Friday, 8:00 a.m.-5:00 p.m. PST

What We Offer:

• Four 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

What You'll Do:

• Complete a 4-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.

What You'll Bring:

This remote position is restricted to California residents only.

• 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. Relevant experience may include health insurance, Medi-Cal or Medicaid, medical scheduling, patient or member services, claims, benefits, eligibility, authorizations, provider services, or other healthcare support.
• Experience working in a performance-driven call center where average handle time, schedule adherence, attendance, and QA scores were regularly measured.
• Demonstrated employment reliability and the ability to clearly explain the reason for leaving each recent position, including short-term or contract assignments.
• Strong basic computer skills, including the ability to:
• Navigate multiple applications simultaneously
• Switch efficiently between screens and browser tabs
• Search an internal Wiki or knowledge base
• Copy and paste information accurately
• Upload, download, and locate files
• Use Microsoft Outlook, Teams, and other Microsoft 365 applications
• Resolve basic connectivity, audio, and application issues
• Ability to research, interpret, and apply written healthcare policies and procedures while assisting a member.
• Typing speed of at least 30 WPM with 95% accuracy.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to remain professional and composed during repetitive, complex, or challenging member calls.
• A record of dependable attendance, punctuality, and schedule adherence.
• Ability to accept coaching and consistently apply performance feedback.
• 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.

Important Expectations Before Applying

This position may not be a good fit for individuals seeking email, chat, or non-phone customer service work. Agents will spend the majority of their workday handling inbound calls in a closely monitored environment.

Attendance during the 4-week training program is critical. Continued employment will depend on completing training and consistently meeting expectations for attendance, schedule adherence, call handling time, quality, accuracy, and overall performance.

About Fortuna

Fortuna operates as a staffing agency that sources, screens, and presents qualified candidates for employment opportunities on behalf of our clients.

www.gofortuna.com