Job DetailsLevel: EntryJob Location: South Richland HQ - Richland, WA 99352Position Type: Full Time - HourlyEducation Level: High SchoolSalary Range: $17.13 - $29.53 HourlyTake a leap and join our team! We are in search of Member Contact Center Representatives to join our Credit Union, after 90+ days this position is eligible to work from home remotely. Candidates must reside in Washington to be eligible for remote work. Gesa also offers call center representatives competitive pay and monthly incentives. At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together. Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority. Get to know us: About - Gesa Credit Union Role Summary: The Member Contact Center Representative serves the membership through effective communications, troubleshooting, proactive learning and deepening member relationship and adhering to established policies and/or procedures while providing exceptional service to members via the phone. This position requires high service standards by meeting/exceeding established performance metrics, quality scores, adherence to schedule and Member Satisfaction scores while demonstrating empathy, curiosity and expertise in all product and services to determine member needs. What You Will Be Doing: 1. Provides exceptional service to promote deep and lasting member relationships. 2. Answers general inquiries and performs account maintenance via phone or email channels. 3. Meets/exceeds key performance indicators (KPIs) expectations. 4. Researches and resolves problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency. 5. Takes ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution. 6. Identify opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships. 7. Maintains knowledge of credit union policies, procedures, and regulations. 8. Communicate effectively with members/ team members through various channels. About You: 1. Ability to organize and prioritize multiple tasks. 2. Resolves requests with a sense of urgency and escalates timely. 3. Promotes and participates in a cohesive team environment. 4. Effectively communicates ideas and information, both verbally and in writing. 5. Takes ownership and acts proactively to solve member concerns. 6. Utilizes tools and resources to solve complex inquiries. 7. Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations. 8. Analyzes information and recommends achievable process improvements. 9. Excellent customer service and interpersonal skills. 10. Member-centric with a friendly, professional demeanor. QualificationsWhat You Will Need: 1. Minimum of a high school diploma; some college course work preferred; degree highly desirable. 2. 1+ year experience in a contact center environment. 3. 1+ years in a credit union or financial institution. 4. Some travel may be required to complete training or fulfill duties. 5. Courtesy, tact, and diplomacy with current and potential members, peers, and staff. 6. Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired. 7. Familiarity and comfort with online systems and other technology. Our Team Member Value Proposition: In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer: Competitive Pay Medical, Dental, Vision, and Life Insurance 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays! 401(k) Match Incentive Program Tuition Assistance and Student Loan Repayment Commuter Benefits Paid Time Off to Volunteer in the Community Product discounts Engaging Work Environment Rewards and Recognition Programs Salary Range: Richland, WA: $17.13 - $25.99 Spokane, WA: $17.13 - $25.99 Centralia, WA: $17.13- $24.57Lynnwood, WA: $17.13 - $29.53 *While the full earning scale is listed above, Gesa starts our team members at $19.50/hour for this position. Get wise to what’s possible with a career at Gesa. Join us! We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation. Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment. Selected candidate(s) must be able to pass a pre-employment credit/background check. Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran. Equal Employment Opportunity (gesa.com)

Customer Service Representative I (Spanish Speaking) Department: Ops - Member Services Employment Type: Full Time Location: 9700 Flair Drive, El Monte, CA 91731 Reporting To: Stephen Crowley Compensation: $18.90 - $24.25 / hour Description Job Title: Customer Services Representative Department: Operations - Member Services About the Role: Astrana is looking for a Customer Service Representative to join our fast and growing Dynamic team. This position requires speaking fluent in Spanish. What You'll Do - Answer all daily telephone calls from members, providers, health plans, insurance brokers, collection agents and hospitals - Collect Elicit information from members/providers including the problem or concerns and provide general status information - Verify authorization, claims, eligibility, and status only - All calls carefully documented into Company’s customer service module & NMM Queue system - Member/Provider Service/Representative assists Supervisor and Manager with other duties as assigned - Member outreach communications via mail or telephone - Assist Member appointment with providers - Resolve walk-in member concerns - Able to provide quality service to the customers - Able to communicate effectively with customers in a professional and respectful manner - Maintain strictest confidentiality at all times - Specialist termination notifications sent to members - Urgent Medicare Authorization Approval – Notification to Medicare members - Transportation arrangement for Medicare & Medi-Cal members - Outreach Project Assignments INBOUND CALLS: - Member/Provider/Health Plan/Vendor/Hospital/Broker: - All calls carefully documented into Company’s customer service module - Annual Wellness Visit (AWV) – Gift card pick up and schedules - Appointment of Representative (AOR) for Medicare Members - Attorney / Third Party Vendor calls - Authorization status/Modification/Redirection/CPT Code changes/Quantity adds/Explain Denied Auth/Peer to Peer calls/Extend expired auth/Pre-certified auth status/Retro/2ndor 3rd opinion/ - Conduct 3 way conference call to Health Plan with member - Conference call with Providers – Appointments, DME, - COVID – 19 related questions (Tests & Vaccines) - Direct Member Reimbursement (DMR) - Eligibility – Demographic changes: Address/Phone/Fax Changes/Name change - Escalated calls from providers/members - Health Diary Passport - Health Source MSO – Assist & arrange inquiries on Eligibility/Change PCP/Benefit with AHMC - HIPPA Consent – Obtain Member Consent verification - Inquiries on provider network/provider rosters - Lab locations - Member & Provider Complaints/Grievances - Member bills - Miscellaneous calls - Pharmacy – Drug/medication pick up and coverage - Provide authorization status for Hospital /CM Dept - Self-Referral Request for Medicare - Return Mail - Track Mail Packages/ Certified mail status - Translations – Spanish / Chinese - Urgent Care / locations/ operations hours OUTBOUND CALLS: Member/Provider/Health Plan/Vendor/Hospital/Broker: - Assist Case Management on CCS – age in 21 years for change of PCP from Pediatrics to FP/IM - Assist Marketing on email inquiries - Assist PR/ Elig – Members assigned to wrong PCP/with no PCP status - Assisted UM / Medical Directors on urgent member appointment from escalated cases - Authorization status response call back - Benefits – return call once information is obtained / verified - Complaints/Grievances – return calls once resolution is obtained - DME – Translation support in Spanish and Chinese to confirm item / appointment set up for DME department - Eligibility – return call to providers/labs when member is added to system while waiting at the office. - Member bills – return calls once resolution is obtained - Member Survey – Annually: every 4thquarter - Outreach project from internals – QCIT - Resolve walk in members concerns - Specialist Termination notification sent to members - Transportation arrangement for Medicare / Medi-Cal members - Voice mail – return calls back to callers CONCIERGE SERVICES – ESSENTIALS DUTIES AND REQUIREMENTS: - Assist to contact new members/IPA member transfer on new PCP assignment as needed - Work group discussions on work status/progress on new member/IPA transfer - Update call log and provide daily/weekly status as needed - Facilitate members with complex pre-existing conditions, medications, PCP/SPC network reviews - Conference call with PCP selection / change - Help member to identify member bill status, connect provider with on billing and claim submission - Responsible for experience of the membership associated with new member/IPA transfer - Responsible for to interact with Health Plan’s Customer Service Team to serve new member/IPA transfer - Problem Solving complex cases/ brain storm with MS management team for resolution - Other duties as assigned Qualifications - High School Diploma or GED - Experience using Microsoft applications such as Word, Excel and Outlook - Experience working in customer service - One year related experience and/or training; or equivalent combination of education and experience - You are fluent in Spanish You're a great for this role if: - You have previous work experience working in a healthcare setting Environmental Job Requirements and Working Conditions - This is a remote role. The home office is aligned with your department at 9700 Flair Drive, El Monte, CA 91731 - This position will typically work Monday - Friday from 8:30am to 5:00pm PST. - The target pay range for this role is $18.90 - $24.25 per hour. This salary range represents national target range for this role. Actual compensation will be determined based on geographic location (current or future), experience, and other job-related factors. Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at humanresourcesdept@astranahealth.com to request an accommodation. Additional Information: The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Position Overview We are currently looking for an organized and customer-focused Work-From-Home Itinerary Specialist to assist clients with planning and coordinating travel experiences. In this fully remote role, you will help travelers explore destination options, organize trip details, and coordinate reservations to ensure every itinerary is accurate and well arranged. This opportunity is ideal for individuals who enjoy supporting others, have strong attention to detail, and can manage responsibilities independently in a work-from-home environment. If you enjoy travel planning and providing excellent client service, this role offers a flexible way to grow within the travel industry. No previous travel industry experience is required Responsibilities - Work with clients to create personalized travel itineraries based on their preferences and budget - Research travel options from flights, accommodations, transportation, tours, and activities - Compare available options and confirm reservations using approved booking platforms - Provide helpful travel information and destination recommendations - Communicate professionally with clients through phone, email, and digital messaging platforms - Manage itinerary updates, booking adjustments, and customer service inquiries - Maintain organized client records and travel documentation - Participate in training programs, virtual meetings, and ongoing team development Qualifications - Strong written and verbal communication skills - Customer-focused mindset with strong organizational abilities - Ability to work independently in a remote environment - Basic computer skills and comfort using online systems - Reliable high-speed internet connection Benefits - 100% remote work opportunity - Flexible scheduling options - Comprehensive onboarding and training provided - Supportive and collaborative remote team culture - Access to incentive programs and travel-related perks

Position Overview We are looking for a dependable and client-focused Virtual Client Support Manager to assist travelers with organizing and coordinating their travel plans. In this fully remote role, you will support clients by researching destinations, arranging reservations, and ensuring that all booking details are accurate and well documented. This opportunity is ideal for individuals who enjoy providing excellent service, have strong organizational skills, and can effectively manage responsibilities while working independently in a remote environment. You will play a key role in guiding clients through the travel planning process and helping ensure a smooth experience from start to finish. Responsibilities - Design and organize customized travel itineraries based on each clients preferences and budget - Research and evaluate travel options including flights, hotels, cruises, and local experiences - Compare available options and confirm reservations using approved booking platforms - Provide reliable travel information and thoughtful recommendations - Communicate professionally with clients via phone, email, and online messaging platforms - Assist with itinerary modifications, booking updates, and service-related inquiries - Maintain organized client profiles and travel documentation - Participate in training sessions, team meetings, and professional development programs What We Offer - Fully remote work opportunity - Flexible scheduling options - Ongoing training and learning resources - Access to incentive programs and travel-related perks - Supportive and collaborative remote team culture Required Qualifications - Strong written and verbal communication skills - Excellent attention to detail and organizational abilities - Basic computer proficiency and comfort using online systems - Ability to work independently and manage tasks effectively - Professional English communication skills