Make a difference in people’s lives every day. When you join UCLA Health, you’ll be working at an institution that provides leading-edge care to the people of L.A. and throughout the world. We provide our team members with the environment and support to do amazing work, because each and every one of them plays a vital role in our commitment to care.
As an important member of our Medicare Advantage leadership team, you will provide tactical execution and leadership for our Member and Provider Contact Center. Your passion for excellence will help ensure the delivery of best-in-class service for all new and existing members who engage with the Contact Center. This will involve managing, coaching, and developing customer service representatives to ensure results, behaviors, and culture align with our high-performance standards. You will manage operating systems and processes to meet and exceed operational targets, while ensuring compliance throughout the performance cycle. This role will be responsible for supporting the day-to-day management of the Medicare Advantage department. You will:
• Coordinate schedules to efficiently manage phone call volume.
• Monitor and evaluate performance through daily remote and live monitoring (side by side) evaluations.
• Advance self-service processes related to our telephony tool.
• Develop workflows, desktop procedures, forms, training materials, and protocols.
• Ensure achievement of team objectives and key performance indicators
• Foster a people-first culture for both internal and external customers
Note: The schedule for this role is Monday-Friday 8:00am-8:00pm PST, including weekends and holidays as needed.
Salary Range: $59,100-$114,300/annually
We’re seeking a detail-oriented, interpersonal individual with:
- High school diploma and/or equivalent experience
- A college degree is preferred
- Proficiency with CRM and telephony software required, preferably in Epic Tapestry
- Working knowledge of Medicare Advantage program rules, regulations, preferred
- Working knowledge of health plan processes such as eligibility verification and health plan benefit integration, preferred
- Experience leading teams in a virtual environment
- Exceptional customer service expertise
- Strong attention to detail and organizational skills
- Ability to assist in hiring and onboarding new employees
- Proficient computer skills including working knowledge of Microsoft Excel, PPT, and Word
EMPLOYMENT SCAM ALERT:
UCLA Health Recruitment is currently being targeted by scam artists through external job board sites. Review some tips in order to avoid becoming targeted. El reclutamiento de salud de UCLA actualmente está siendo atacado por estafadores a través de sitios de juntas de trabajo externos. Revisar algunos consejos para evitar ser apuntado.
“The environment is nurturing and fosters growth. When I come to work, I know what I'm doing matters.”
VINCENT, Sr. CLS Specialist, Toxicology
MONICA
I've been blessed to touch so many lives through my serving. It's a privilege to uplift other employees with words of encouragement and a smile.
SOZIT
The first thing i noticed when i joined the team was how everyone is very welcoming and friendly with supportive management. I did not feel like an outsider.
EDGAR
Once I joined, I knew UCLA Health was THE place to be due to the growth potential and training offered
RENE
If you want to grow professionally, this is the right place for you.
ERA
We are family here. We support each other. We collect together.
ELIZABETH
It’s so diverse and inclusive here. There’s always the opportunity to share your thoughts. It's a place where you feel you belong.
JERRY
Your career path at UCLA Health will enable you to follow a myriad of avenues and turns. It opens up a wide variety of opportunities.
ORLANDO
There’s a togetherness and higher level of commitment to teamwork at UCLA Health. We are several groups and teams that work together with a common goal which is to improve our patients experience.
DAVID
UCLA Health walks the walk and talks the talk! It's an incredible feeling to work for an organization that always puts the patient first. I am honored to work in full alignment with the UCLA Health Mission and Vision.
DR. ISLA GARRAWAY
UCLA has incredible resources and a team science approach. The ability to work with collaborative teams and access the amazing resources around campus is the best part about being at UCLA.
RADU
UCLA is very diverse in its personnel as well as its many research fields studied
JENNA
UCLA Health provides so many opportunities to exchange ideas, share moments and grow. I have learned a lot about team management and relationship building.
SHARON
I was looking for a job to further my career and continue to improve and learn as a therapist.
TARO
I have been blessed to be surrounded by supportive colleagues who aspire me to be the best version of myself.
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