Umpqua Health is recruiting for a Customer Care Specialist who brings empathy, energy, and a solutions-focused mindset to every interaction. In this role, you’ll be the trusted guide for our members as they navigate their health coverage, answering questions, solving problems, and offering support when it matters most. If you’re passionate about helping people, thrive in a fast-paced environment, and take pride in turning confusion into clarity, you’ll fit right in.

• Serve as the first and most consistent point of contact for Umpqua Health members by phone, in person at our front desk, or through email and written correspondence—providing accurate, easy-to-understand information related to benefits, eligibility, claims, care coordination, and general plan navigation.
• Conduct proactive outreach calls to new and returning members, welcoming them to the plan, helping them understand available services, and encouraging preventive care, engagement in health management, and follow-up appointments.
• Actively listen to member concerns and questions, thoroughly research issues using multiple systems, and respond with empathy, clarity, and complete resolutions—ensuring every interaction builds confidence and trust in Umpqua Health as their healthcare partner.
• Collaborate across internal departments—including Care Coordination, Provider Relations, Behavioral Health, Utilization Management, and Claims—to resolve member needs quickly, efficiently, and in alignment with organizational policies and state regulations.
• Maintain precise, timely documentation of all communications and interactions in the appropriate call tracking and case management systems to ensure full visibility and compliance.
• Protect sensitive health information by strictly following HIPAA and privacy guidelines, maintaining confidentiality in all conversations, documentation, and data handling practices.
• Educate members on how to maximize the value of their health coverage—walking them through provider directories, prior authorization processes, pharmacy benefits, wellness incentives, and available community-based programs.
• Connect members to social supports and local resources when needed, such as housing services, food assistance, transportation programs, and behavioral health providers—ensuring care is comprehensive and inclusive of social determinants of health.
• Identify recurring issues, member pain points, or service gaps and recommend process improvements, workflow changes, or additional resources to enhance the overall member experience.
• Perform other duties as assigned to support Umpqua Health’s Vision, Mission, and Organizational Values.

• A high school diploma or equivalent is required; additional college coursework or certifications in healthcare, human services, customer service, or medical administration is strongly preferred and demonstrates a commitment to professional growth.
• At least two (2) years of hands-on experience in a customer service role, ideally in a healthcare, insurance, or public service setting, where you’ve helped individuals navigate complex systems, resolve concerns, and feel supported in moments of uncertainty.
• Outstanding communication skills, including the ability to actively listen with empathy, speak clearly and respectfully, and write professional, well-organized emails and documentation. You know how to de-escalate difficult situations and make people feel heard.
• High level of comfort with technology—including navigating multiple computer programs simultaneously, working with call center or case management platforms, and using Microsoft Office (Outlook, Word, Excel) or similar productivity tools.
• Excellent organizational skills with a strong attention to detail—you can manage a high volume of inquiries without letting things fall through the cracks, and you follow up reliably and thoroughly.
• A collaborative, “team-first” mindset with the flexibility to jump in where needed, a willingness to receive and give feedback, and a proactive approach to solving problems and improving how things work.
• A genuine desire to serve others and make a positive impact in the community, especially those from vulnerable, underserved, or rural populations. 
• Cultural sensitivity and an understanding of how to provide inclusive, equitable service across diverse racial, ethnic, linguistic, and socioeconomic backgrounds. You value and respect the lived experiences of others.
• A growth-oriented mindset, eager to learn new skills, take on new challenges, and contribute ideas to improve team performance and member satisfaction.
• Dependability and professionalism, you show up on time, manage your responsibilities with integrity, and understand the importance of confidentiality, compliance, and accountability in a healthcare environment.

About Umpqua Health

At Umpqua Health, we're more than just a healthcare organization; we're a community-driven Coordinated Care Organization (CCO) committed to improving the health and well-being of individuals and families throughout our region. Umpqua Health serves Douglas County, Oregon, where we prioritize personalized care and innovative solutions to meet the diverse needs of our members. Our comprehensive services include primary care, specialty care, behavioral health services, and care coordination to ensure our members receive holistic, integrated healthcare. Our collaborative approach fosters a supportive environment where every team member plays a vital role in our mission to provide accessible, high-quality healthcare services. From preventative care to managing chronic conditions, we're dedicated to empowering healthier lives and building a stronger, healthier community together. Join us in making a difference at Umpqua Health.

Umpqua Health is an equal opportunity employer that embraces individuals from all backgrounds. We prohibit discrimination and harassment of any kind, ensuring that all employment decisions are based on qualifications, merit, and the needs of the business. Our dedication to fairness and equality extends to all aspects of employment, including hiring, training, promotion, and compensation, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under federal, state, or local law.