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.
- Answer incoming calls with professionalism, courtesy, and adherence to departmental scripts and service standards
- Respond to member and provider inquiries regarding benefits, eligibility, referrals, and billing issues
- Document all interactions accurately in the managed care information system
- Verify member eligibility, provider participation, and referral history
- Coordinate warm hand-offs and connect members with appropriate departments
- Research and resolve moderately complex issues, escalating when necessary
- Complete outbound follow-up calls to ensure resolution and member satisfaction
- Maintain performance standards related to call metrics, quality, and productivity
- Ensure compliance with HIPAA, privacy standards, and UCLA Health policies
- Collaborate with internal staff to support continuous process improvement
- High School Diploma, GED, or equivalent
- Minimum 4 years of related experience or training
- Demonstrates advanced customer service skills, exercising empathy and professionalism when resolving escalated or sensitive member issues.
- Ability to independently research, analyze, and resolve complex member inquiries while adhering to departmental policies.
- Familiarity with EPIC Tapestry, CRM systems, and other managed care information systems
- Proficiency in documenting detailed case information and providing clear follow-up communications to members and providers.
- Demonstrates ability to prioritize competing tasks, meet performance standards, and manage high call volumes effectively.
- Proficiency with Microsoft Office applications (e.g., Word, Excel, Outlook) and experience navigating multiple systems simultaneously.
- Ability to identify trends or recurring issues and escalate them to supervisors or management for resolution.
- Demonstrates strong problem-solving skills and the ability to work with minimal supervision when appropriate.
- Ability to handle confidential patient and provider information in compliance with HIPAA and organizational standards.
- Skill in working collaboratively with internal teams, physicians’ offices, and health plan representatives to achieve positive outcomes.
- Strong written and verbal communication skills to convey information clearly and accurately.
- Ability to work unit hours of 8:00 AM – 5:00 PM PST, with occasional overtime as needed.
- Demonstrates reliability, adaptability, and commitment to achieving team and organizational customer service goals.
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.
Awards & recognition
