Medicare Advantage - Senior Contact Center Agent (6 months -Limited Appointment)

University of California - Los Angeles Health
United States, California, Los Angeles
Nov 15, 2024
Description As the Medicare Advantage Senior Contact Center Representative, you will be addressing and resolving complex member inquiries, providing detailed information on intricate health plan benefits, and ensuring a seamless navigation of healthcare processes. You will: Utilize state-of-the-art telecommunications and computer information systems to assist members Adhere to the CICARE principle to maintain the highest standards of care and service Resolve member inquiries with a focus on clear and empathetic communication Manage escalated calls from Contact Center Agents related procedural inquiries Assist members, fostering positive relationships and contributing to an outstanding customer experience Enhance member satisfaction through dedicated service Note: This position is a limited appointment for 6 months and may convert to career. Salary Range: $29.53 - $46.37/hourly Qualifications We are seeking a detailed-oriented, customer-centric individual with: High School diploma, GED or equivalent, required A college degree, preferred Two or more years of Customer Service experience, required Two or more years working contact center environment or experience with Medicare Advantage health plan, highly desired Working knowledge of Medicare Advantage program rules and regulations, preferred Exceptional customer service and communication skills Strong attention to detail and organization skills Proficiency with CRM and telephony software, preferred Ability to maintain confidentiality of patient and business records Familiarity with healthcare systems, medical terminology, and understanding of health insurance concepts Understanding of healthcare regulations, including privacy laws (e.g. HIPAA) and other compliance requirement