County of Contra CostaMartinez 94553
Full Time +

Experience working in a call center assisting patients with health care or health insurance Experience assisting customers with health benefits and provisions in a Managed Care setting.

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Health Plan Member Services Counselor

County of Contra Costa
Full Time, Permanent 50 Douglas Dr #310, Martinez, CA 94553, United States


Bargaining Unit: Local 856 - Health Services Unit
CLOSING DATE: Open Until Filled  


Why Join Contra Costa Health?
The Contra Costa Health Services Department is recruiting for four (4) qualified candidates interested in the Health Plan Member Services Counselor positions assigned to the Contra Costa Health Plan (CCHP) located in Martinez, CA. Bilingual candidates, especially those fluent in Spanish and Mandarin, are strongly encouraged to apply.
The Health Plan Member Services Counselor will be responsible for assisting Health Plan members find solutions to issues, helping members understand the scope of available benefits and how to access healthcare delivery services, assisting members in choosing primary care providers, and educating members on the proper use of the Health Plan.

We are looking for someone who:
  • Is an excellent listener.
  • Is able to focus on the member’s needs and present the best solution.
  • Is patient with members who are upset and are able to de-escalate situations
  • Is able to communicate effectively verbally and in writing. 
  • Is able to positively adapt to changes within the unit.

What you will typically be responsible for:
  • Educating members on benefits and exclusions.
  • Processing requests for Medi-Cal emergency disenrollment by following guidelines.
  • Processing member interpreter request. 
  • Identifying and conducting intake for complaints, grievances, appeals.
  • Engaging the community in planning processes. 

A few reasons you might love this job:
  • The unit you will work in is a semi fast paced environment.
  • Build rapport with members and assist them with their inquiries.
  • Will acquire experience working in a Managed Care setting.

A few challenges you might face in this job:

  • Communicating with upset members.
  • Some phone calls may become stressful due to the needs of the member. 
  • Handling and resolving member issues in a timely manner.

Competencies Required:

  • Professional & Technical Expertise: Applying technical subject matter to the job
  • Using Technology: Working with electronic hardware and software applications
  • Action & Results Focused (Taking Initiative): Initiating tasks and focusing on accomplishment
  • Adaptability: Responding positively to change and modifying behavior as the situation requires
  • Attention to Detail: Focusing on the details of work content, work steps, and final work products
  • Handling Stress: Maintaining emotional stability and self-control under pressure, challenge, or adversity
  • Professional Integrity & Ethics: Displaying honesty, adherence to principles, and personal accountability
  • Informing: Proactively obtaining and sharing information
  • Listening: Fully comprehending spoken communication
  • Writing: Communicating effectively in writing
  • Customer Focus: Attending to the needs and expectations of customers
  • Professional Impact: Presenting self as a positive representative of the organization
To read the complete job description, please visit the website:
The eligible list established from this recruitment may remain in effect for six (6) months. 
Minimum Qualifications

Experience: Either 1) one (1) year of full-time (or the equivalent of full-time) experience in a health care or health insurance setting providing customer service to patients which involved handling complaints and assisting patients in understanding how to access health care services; or 2) two (2) years of full-time (or the equivalent of full-time) experience in a health care setting performing admission, registration, financial counseling or medical records documents processing duties which required direct patient contact.

Desirable Qualifications:

  • Experience working in a call center assisting patients with health care or health insurance
  • Experience assisting customers with health benefits and provisions in a Managed Care setting
  • Ability to type 45 words per minute

Selection Process

1. Application Filing and Evaluation: Applicants will be required to complete a supplemental questionnaire at the time of application, applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process. 
 2. Virtual Interview Assessment: Candidates who possess the minimum qualifications will be invited to participate in an online video assessment. The assessment will measure candidates' competencies as they relate to the job. In the assessment, candidates must achieve an average passing score of 70% or higher on each of the competencies, as well as an overall passing score of 70% or higher. These may include but are not limited to: Actions & Results Focused (Taking Initiative), Attention to Detail, Informing, Listening, and Customer Focused. (Weighted 100%)

The online assessment will be via computer (remotely) and will be held periodically until all positions have been filled. 

The virtual interview assessment will be administered remotely using a computer or mobile device such as a tablet or smartphone. You will need access to a reliable internet connection to take the assessment, as well as a computer or mobile device with a camera.
 The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices. 

For recruitment questions, please contact Health Services Personnel, Recruitment Team at . For any technical issues, please contact the Government Jobs’ applicant support team for assistance at +1 855-524-5627.


After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.


All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.