Member Liaison Specialist (Customer Service)

Member Liaison Specialist (Customer Service)

Join Us in this Amazing Opportunity

We are a mission driven community-based organization that serves member health with excellence and dignity, respecting the value and needs of each person. If you are ready to advance your career while making a difference, we encourage you to review and apply today and help us build healthier communities for all.

More About the Opportunity

We are hoping you will join us as a Member Liaison Specialist (Customer Service) and help shape the future of healthcare where you'll be an integral part of our CS - Member Liaison team, helping to strive for excellence while we serve our member health with dignity, respecting the value and needs of each of our members through collaboration with our providers, community partners and local stakeholders. You will provide member service to seniors, persons with disabilities or chronic conditions, persons without housing and persons under the age of twenty-one (21) who participate in the Whole-Child Model program. You will serve as a liaison between members, health networks, providers and community-based organizations to facilitate access to services and help resolve health care and psychosocial issues. Together, we are building a stronger, more equitable health system.

Your Contributions To the Team :

85% - Member Support

Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.

Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals / priorities for the department.

Assesses members' concerns to identify psychosocial or health care issues and facilitate an appropriate resolution.

Intakes information from members, both over the phone and / or in person, to complete requests for assistance cases, grievances and appeals, per departmental guidelines.

Coordinates members' health care and social service needs within and outside the health network and CalOptima Health during the original interaction.

Addresses member and provider inquiries, questions and concerns in all areas, including enrollment, claims, benefit interpretation, coordination of care and referrals / authorizations for medical care related to services covered under the Whole-Child Model program.

Guides members in understanding and accessing the benefits under the Whole-Child Model program.

Maintains documentation of member cases within the FACETS system.

Initiates referrals to internal and external care management departments and government agencies.

Communicates with community-based organizations, health networks, providers and vendors on behalf of members to resolve disputes, helps coordinate access to care and investigates issues preventing members from receiving medical benefits and services.

10% - Administrative Support

Collaborates with interdepartmental staff in call resolution as needed.

Identifies calls needing case management or escalation to a supervisor, manager or director and routes them according to established guidelines.

Meets all regulatory key performance indicators, first call resolution requirements and business objectives of CalOptima Health.

5% - Other

Completes other projects and duties as assigned.

Do You Have What the Role Requires?

High school diploma or equivalent PLUS 2 years of experience as a call center agent or customer / member services representative in health care required; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.

You'll Stand Out More If You Possess the Following :

2 years of experience working with the needs of persons with disabilities and chronic medical conditions in a customer / member service capacity.

Health maintenance organization (HMO), Medi-Cal / Medicaid and health services experience.

Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Chinese, Farsi, Korean, Russian, Spanish, Vietnamese).

What the Regulatory Agencies Need You to Possess?

N / A

Your Knowledge & Abilities to Bring to this Role :

Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds.

Work independently and exercise sound judgment.

Communicate clearly and concisely, both orally and in writing.

Work a flexible schedule; available to participate in evening and weekend events.

Organize, be analytical, problem-solve and possess project management skills.

Work in a fast-paced environment and in an efficient manner.

Manage multiple projects and identify opportunities for internal and external collaboration.

Motivate and lead multi-program teams and external committees / coalitions.

Utilize computer and appropriate software (e.g., Microsoft Office : Word, Outlook, Excel, PowerPoint) and job specific applications / systems to produce correspondence, charts, spreadsheets, and / or other information applicable to the position assignment.

Your Physical Requirements (With or Without Accommodations) :

Ability to visually read information from computer screens, forms and other printed materials and information.

Ability to speak (enunciate) clearly in conversation and general communication.

Hearing ability for verbal communication / conversation / responses via telephone, telephone systems, and face-to-face interactions.

Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.

Lifting and moving objects, patients and / or equipment 10 to 25 pounds

Ways We Are Here For You

You'll enjoy competitive compensation for this role.

Our current hiring range is : Pay Grade : 302 - $49,754 - $69,655 ($23.92 - $33.4880).

The final salary offered will be based on education, job-related knowledge and experience, skills relevant to the role and internal equity among other factors.

This position is approved for Full Office (

• If the position is Telework, it is eligible in California only
• ).

CalPERS pension program and additional retirement packages.

Additional benefits and perks including :

A generous PTO program

A quality work life balance

Various wellness programs

Tuition Reimbursement

Professional development opportunities

Career development opportunities

Flexible scheduling

And the satisfaction of knowing your work directly impacts and improves healthcare access for thousands of individuals and families.

Our Work Environment :

If located at the 500, 505 Building or a remote work location :

Work is typically indoors and sedentary and is subject to schedule changes and / or variable work hours, with travel as needed.

There are no harmful environmental conditions present for this job.

The noise level in this work environment is usually moderate.

If located at PACE :

Work is typically indoors in a clinical setting serving the frail and elderly.

There may be harmful or hazardous environmental conditions present for this job.

The noise level in this work environment is usually moderate to loud.

If located in the Community :

Work is typically indoors and sedentary and is subject to schedule changes and / or variable work hours, with travel as needed.

Employee will occasionally work outdoors in varied temperatures.

There may be harmful or hazardous environmental conditions present for this job.

The noise level in this work environment is usually moderate to loud.

Why Join Us?

We believe that diverse perspectives drive innovation. Each employee brings a unique perspective to the overall team and we value everyone's input and we are committed to creating an inclusive environment where you and every team member can thrive while making a meaningful impact on our community members. Our team reflects and represents the communities we serve, and we welcome candidates from all backgrounds who share our commitment to accessible, quality healthcare.

What's Your Next Step?

All Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. Do NOT miss out. If you want to join our team, the deadline for the first review of applications is November 11, 2025 at