This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Are you passionate about being an ambassador for a company that has a NPS of 81 with raving fans? Do you want to make buying and selling a home simpler and more transparent? Ready to quit your job and join the best in class Client Experience team? If you answered yes to the above questions, look no further! - Assists users with support related issues, including new order entry, researching new tickets, order quotes, updating/canceling orders; refers more complicated issues to appropriate staff using Zendesk, email, group email, and phone. - Handles support ticket inquiries from clients and vendors on a variety of operational topics and questions. - Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices. - Performs other related duties as assigned. - Answers incoming client calls and appropriately resolves or escalates. This is a full-time remote position, and typical hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Eastern Time. Occasional evenings may be required as job duties demand. Applicable overtime laws will apply. What to expect with the interview process? If you meet the minimum requirements, including the location requirement, you will be invited to take a 10-minute assessment online that is a small sample of the type of work we do. This helps to give you a preview of the job, while also demonstrating if it is a good fit. If you pass the assessment, you will be invited to a 15-minute 1-on-1 phone screening with HR to explain the job in more detail. You will then have a 45-minute hiring manager interview via video call. Qualifications - At least 3 years in a customer service/call center or related role. - At least 1 year of experience using Zendesk or equivalent ticketing system. - High School or GED. Requirements - Extremely preferred to have worked in the title industry and be familiar with terminology such as municipal lien searches, estoppels, surveys, release tracking, etc. - Critical Thinking / problem solving. - Excellent time management. - Proven technical skills. - Excellent and precise data entry and typing skills. - Excellent verbal and written communication skills. - Proficient in Google, Adobe, and other related computer software. - Good organizational skills and attention to detail. - Ability to keep the information confidential. - Ability to work independently. - Friendly and helpful demeanor. - Computer Savvy. Benefits - Multiple health, dental & vision insurance plans to choose from. - FREE Employer-Paid Life Insurance, optional voluntary life for spouse, children, family. - FREE Employer-Paid STD. - Other voluntary options include: LTD, AD&D, Critical Illness, and other supplemental options. - Employee Assistance Program. - 401(k) match program. - Monthly bonus potential after successful completion of training. - Minimum 15 PTO days (prorated based on first year's start date), then more for each year of service. - 8 paid holidays.

Customer Service Representative I (Spanish Speaking) Department: Ops - Member Services Employment Type: Full Time Location: 9700 Flair Drive, El Monte, CA 91731 Reporting To: Zoey Fu 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.

Do you enjoy helping people, organizing details, and bringing plans together smoothly? We're looking for reliable, detail-oriented individuals who enjoy supporting others and creating great experiences behind the scenes. This is a fully remote opportunity where you'll help coordinate plans, manage details, and assist clients throughout their experience from start to finish. If you're someone who likes staying organized, communicating with people, and working independently from home, this could be a great fit. No previous industry experience is required — training and support are provided. What You'll Do - Connect with clients to understand their needs and preferences - Organize schedules, confirmations, and important details - Provide friendly and professional communication throughout the process - Ensure everything runs smoothly by managing logistics and updates - Help create a seamless and positive client experience What We're Looking For - Strong communication and people skills - Someone who enjoys staying organized and managing details - Ability to work independently and stay motivated in a remote environment - Basic comfort with technology and online tools - Customer service, coordination, or planning experience is helpful but not required We are happy to train the right person who is reliable, positive, and eager to learn. Why People Love This Opportunity - 100% Remote — work from anywhere - Flexible schedule options - Ongoing training and support provided - Growth opportunities available - Work independently while being part of a supportive team Location Requirements Applicants must be citizens or authorized to work in: United States, United Kingdom, Mexico, Australia, LATAM, or Spain. If you enjoy helping people, staying organized, and working remotely, we'd love to hear from you. Apply today to learn more about this flexible opportunity.

Do you enjoy helping people, organizing details, and bringing plans together smoothly? We're looking for reliable, detail-oriented individuals who enjoy supporting others and creating great experiences behind the scenes. This is a fully remote opportunity where you'll help coordinate plans, manage details, and assist clients throughout their experience from start to finish. If you're someone who likes staying organized, communicating with people, and working independently from home, this could be a great fit. No previous industry experience is required — training and support are provided. What You'll Do - Connect with clients to understand their needs and preferences - Organize schedules, confirmations, and important details - Provide friendly and professional communication throughout the process - Ensure everything runs smoothly by managing logistics and updates - Help create a seamless and positive client experience What We're Looking For - Strong communication and people skills - Someone who enjoys staying organized and managing details - Ability to work independently and stay motivated in a remote environment - Basic comfort with technology and online tools - Customer service, coordination, or planning experience is helpful but not required We are happy to train the right person who is reliable, positive, and eager to learn. Why People Love This Opportunity - 100% Remote — work from anywhere - Flexible schedule options - Ongoing training and support provided - Growth opportunities available - Work independently while being part of a supportive team Location Requirements Applicants must be citizens or authorized to work in: United States, United Kingdom, Mexico, Australia, LATAM, or Spain. If you enjoy helping people, staying organized, and working remotely, we'd love to hear from you. Apply today to learn more about this flexible opportunity.