Member Services Agent

The Member Services Agent is primarily responsible for handling member/patient phone calls in order to provide information resolve issues and educate when necessary. Customer service and patient education are the most important skills utilized in this role. The Member Services Agent will record all calls in accordance with policy in the Customer Service module of the managed care information system. Work effectively with other members of UCLA Health in the to meet the needs of the member/patient. Adhere to the department protocols and greeting scripts. Knowledgeable of key customer service concepts and follow through. Participates as part of a shared commitment to achieving established department goals. Work as an affective member of the team when faced with challenges. Projects a professional demeanor that reflects service quality.

High School Diploma GED or equivalent Required
Minimum of 3 years working in a healthcare customer services environment or related experience. - Required
Knowledge of basic managed care principles and healthcare terminology.
Familiarity with EPIC Tapestry CRM systems and data entry - Preferred
Ability to handle sensitive situations with empathy and professionalism.
Ability to maintain confidentiality of all patient physician and academic matters pertaining to job responsibilities.
Must be detailed oriented attentive organized and able to follow directions.
Ability to problem solve and provide timely follow up.
Ability to multi-task simultaneously thinks talks and types.
Ability to learn managed care principles practices and procedures.
Ability to utilize the managed care information system.
Proficiency in using computer systems and software for documentation communication and other tasks.
Ability to operate a wide variety of office equipment including computers printers copy machines facsimile receiver/transmitter scanners and mailing equipment.
Skill in using a personal computer and various Microsoft applications i.e. Microsoft Word Excel.
Skill in working effectively with heavy telephone demands frequent interruptions and changing priorities.
Skill in working as part of a team collaborating with co-workers and provide back-up coverage when necessary.
Strong interpersonal verbal and written communication skills.
Ability to articulate thoughts and information clearly and succinctly in writing as well as verbally.
Excellent customer service providing caring courteous service to members/patients physicians and staff.
Ability to communicate well providing timely and accurate information as needed.
Ability to work unit hours of 8:00am - 5:00pm PST.
Ability to work occasional overtime when necessary.