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Corr/Phone Associate-24328-1 WDH

Woodland Hills, California | Contract

Job ID: 55240 Position: Administrative/Clerical/Support Branch: Torrance

Exciting Member Outreach Specialist Contract Available in Woodland Hills!


Ensures that every single interaction with a member is approached with a focus on service. Establishes and maintains a connection with members to improve overall customer satisfaction in the process. Responsible for outreaching, educating and helping members access care and resolve various customer inquiries via telephone and correspondence. Educates members on the company benefits and preventive screenings and provide accurate information. Helps members schedule an appointment with their primary provider, make calls to remind members about appointments and may follow up to offer additional assistance. Answers incoming calls or written requests for information from members promptly and accurately within established production and quality standards. Coordinates with other departments to ensure timely and appropriate responses to member inquiries. Expedites, research or escalates complex issues for timely resolution.

  • Answers incoming calls
  • Make calls to educate about importance of preventive screenings and assist scheduling necessary appointments
  • Know the basics of benefits and eligibility requirements for members. i.e. quote benefits and verify eligibility
  • Demonstrates regular, reliable and predictable attendance
  • Responds to member benefits in writing
  • Peer to peer coaching /training
  • May expedite, research, and resolve complex issues
  • Coordinates with other departments to ensure timely and appropriate responses
  • May make membership changes such as members primary care physician
  • Handles escalated calls; may de-escalate calls
  • May be required to consistently perform established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH)
  • May participate in quality and efficiency workgroups to continuously improve quality member/customer satisfaction
  • Performs other duties as assigned

  • Have strong customer service experience (especially phones) and a proven ability to meet performance standards
  • Clear and effective communication, oral and written
  • Ability to multi task
  • Ability to work independently
  • Ability to mentor others
  • Strong computer skills
  • Strong organizational skills
  • Ability to interpret the various health plan benefits, preventive screenings and any documentation associated with their work

Minimum Experience Level
  • High school diploma or GED and/or equivalent
  • 1-2 years of customer service experience successfully demonstrating increasingly higher level work required
  • Minimum of one year experience at a health plan in Member Services, Enrollment, Benefits or Claims preferred; or healthcare-related field

Core Competencies
  • High Integrity/Ethics/Trust
  • Drives for Results
  • Adopts and advocates innovative approaches to work
  • Adopts new technologies and approaches quickly
  • Produces clear, professional, high-quality, concise written and spoken communications
  • Strong, collaborative problem-solving skills; able to work with multiple stakeholders in a variety of roles
  • Demonstrates personal ownership and accountability for outcomes
  • Demonstrated tenacity and resourcefulness in seeking creative solutions to challenges
  • Growth mindset: Establishes high standards for self and others and knows how to positively motivate internal and external stakeholders to achieve those same standards
  • Seeks to discover or create solutions for him/herself and for team members

Rachel Savitt
Staffing Manager

Rachel rejoined the Wollborg Michelson Recruiting team in Torrance as the Staffing Manager. She previously worked for the company from 2006-2009 as a Recruiter for the Temporary division. Rachel brings over 16 years of Staffing Industry experience. She has worked on all sides of the industry as a temporary employee, client, full desk Recruiter as well as corporate for a Staffing Company. Her goal is to change the lives of everyone she works with no matter what their role. In her free time, Rachel enjoys spending time with her friends and family. She is active with multiple non-profit animal rescues and prefers to ask for donations instead of gifts for birthday. She also enjoys kickboxing, Muay Thai and dancing. Rachel always finds a way to connect with people. Her #1 Strength from Strengthfinders is Connectedness.

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