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Medicare Call Center Agent at Fortuna BMC: 100% Remote (Roseville, CA, Sacramento)

August 4, 2026

Title: Remote Medicare Call Center Agent

Location: Sacramento, Roseville California

Job Description:

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 30 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...