What are the responsibilities and job description for the Information Resource Center Representative, Advanced (Bilingual Spanish) - San Diego position at Blue Shield of California?
Your Role
The Information Resource Center (IRC) Representative, Advanced is responsible for managing the Blue Shield Promise Health Plan's Informational Resource Center (IRC). The IRC connects members of the community to classes and personalized services that foster community connections, address social needs, and keep people active, healthy, and informed. The Blue Shield Promise IRC Representative provides in-person support to Blue Shield Promise members and consumers who visit the IRC. That support includes, but is not limited to, health plan member services, explanation of benefits, linkage to enrollment assistance, and referral to social services and care planning. In addition, the IRC Representative assists with engaging members on select quality events and participating in BSC-sponsored activities.
Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
*This position will require five days a week onsite at an Information Resource Center in San Diego and may require travel (locally and occasionally, Los Angeles County for training purposes)*
Your Work
In this role, you will:
- Resolve issues and inquiries concerning member eligibility, benefits, provider information, clinical, pharmacy and other health or social service needs
- Compose routine and non-routine correspondence to answer benefits/provider inquiries in writing
- Coordinate membership changes such as member’s primary care physician. May participate in quality and efficiency workgroups to continuously improve quality member/customer satisfaction
- Analyze available programs, determine program eligibility, and connect members to appropriate vendors, Health Advocates, Social Workers, Pharmacy Techs, and Pharmacists
- Conduct outreach calls and activities to inform members about the Informational Resource Center, how to access health plan benefits, and assist with scheduling appointments
- Coordinates membership changes such as member’s primary care physician
- Verify the member is included in or targeted for any outreach or care gap programs and connect members to programs or services when appropriate
- Assist with organization and hosting unique quality events and participating in on-site, off-site center activities
Your Knowledge and Experience
- Requires a high school diploma or GED
- Requires at least 5 years of professional experience
- Requires broad knowledge of operational systems and practices typically gained through extensive experience and/or education
- Requires being bilingual in Spanish as demonstrated by successful completion of an oral language proficiency test
- Requires at least 12 months of experience with Medi-Cal eligibility guidelines.
- Requires experience in Medi-Cal application and renewal/redetermination process
- Requires strong customer service background
- Must demonstrate a positive attitude, flexibility, professionalism, and dependability in all workplace activities
ABOUT THE TEAM
About Blue Shield of California
As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.
At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.
Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!
Our Values:
- Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
- Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
- Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
Our Workplace Model
We believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility - providing clear expectations while respecting the diverse needs of our workforce. Our workplace model is designed around intentional in-person interaction, collaboration, connection, creativity and flexibility:
For most teams, this means coming into the office two days per week.
Employees living more than 50 miles from an office location, out of state employees, and employees in certain member-facing roles should work with their manager to determine in-office time based on business need.
For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
The Company reserves the right to require more presence in the office based on business needs, and requirements are subject to change with periodic reviews.
Physical Requirements:
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
Equal Employment Opportunity:
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.