Primary Duties and Responsibilities
Press space or enter keys to toggle section visibility
- 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
Job Qualifications
Press space or enter keys to toggle section visibility
We’re seeking a self-motivated, detail-driven, service-oriented leader with:
- High school diploma or equivalent - college degree preferred
- Five or more years of experience working in a Healthcare contact center environment
- In-depth knowledge of Medicare Advantage program rules, regulations
- Solid leadership experience preferred
- Proven success managing a highly-engaged inbound and outbound workforce
- Strong communication, interpersonal, multi-tasking, and organizational skills
- Exceptional customer service expertise
- Computer proficiency with MS Office as well as CRM and telephony software
- Understanding of health plan processes
- Experience leading teams in a virtual/work-from-home environment
- Ability to thrive in a fast-paced and dynamic environment
- Ability to understand and impact Artificial Intelligence tools is a plus
- Commitment to maintaining the confidentiality of patient/business records
- Must be available between the hours of 8am-8pm Pacific Standard Time Monday – Friday. Some Saturdays may be required.
UCLA Health is a world-renowned health system with four award-winning hospitals and more than 270 community clinics throughout Southern California. We’re also home to the world-class medical research and clinical education capabilities of the David Geffen School of Medicine. Through the efforts of our outstanding people, we have become Los Angeles’ trusted provider of exceptional, compassionate patient care. If you’re looking to experience greater challenge and fulfillment in your career, you can at UCLA Health.