Explore Our Career Opportunities Today!
At Fortuna, we are committed to fostering a diverse and inclusive workplace where every employee, including veterans, can thrive. Become part of a team where your talents are valued and your achievements are celebrated.
Take the next step in your professional journey with us!
Join Fortuna as a full-time Medi-Cal Call Center Agent, supporting members 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.
Agents will be trained exclusively to handle member calls. This is a phone-based position with no email or chat interaction with members. Candidates must reside within a 50-mile radius of Roseville, California. 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 50 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 September 14th, there will be four weeks of paid, remote training, Monday–Friday, 8:00 a.m.–5:00 p.m.
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 four-week remote training program with reliable attendance and active participation.
- Handle a continuous volume of inbound Medi-Cal member calls.
- Respond to member 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 member 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 member 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
- 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 required. 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..
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 member calls in a closely monitored environment.
Attendance during the four-week training program is critical. Continued employment will depend on successfully 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.
Why Choose Us?
- Collaborate with local community organizations, job placement agencies, and educational institutions to reach a broader pool of candidates.
- Actively participate in career fairs and job expos to connect with potential employees from diverse backgrounds.
- Establish a wide range of job positions across various departments to accommodate individuals from diverse backgrounds, including veterans, civilians, and those with unique skill sets. This approach ensures that everyone has the opportunity to find a role that aligns with their abilities and interests.
- Pair new hires, including veterans and civilians, with experienced mentors who can provide guidance, support, and insights during their transition into the organization. This mentorship fosters a sense of belonging and helps individuals navigate workplace dynamics.
- Identify skill gaps and provide training programs to help you acquire the necessary qualifications for their desired roles.
- Foster a workplace culture that actively recognizes and appreciates the unique experiences and contributions of all employees, including veterans.
Provide competitive salary and benefits packages that cater to the needs of all employees, including veterans. This should encompass:
- Health Insurance: Offer comprehensive health insurance plans that cover medical, dental, and vision care.
- Paid Time Off: Ensure generous paid time off policies that allow employees to recharge and attend to personal commitments.
- Implement a preferential hiring policy for veterans, giving them a competitive advantage during the application process.
- Offer guidance on translating military skills and experience into civilian job qualifications.
- Recognize outstanding veteran employees through awards and appreciation events.
- Highlight veteran success stories within the organization to inspire others.
Maximizing solutions through collaboration and partnerships.
- Certifications
