This role supports commercial member outreach focused on closing care gaps. The position centers on delivering high-quality service, building strong member connections, and improving overall customer satisfaction. The representative conducts outbound and inbound communications to educate members on benefits, preventive screenings, and available care, while assisting with appointment scheduling and follow-up support.
Responsibilities
Conduct outbound outreach to members to support care gap closure and promote preventive services.
Provide education on health plan benefits, preventive screenings, and available resources.
Assist members with scheduling appointments with primary care and other providers as needed.
Make reminder calls for upcoming appointments and follow up to offer additional assistance.
Answer incoming calls and respond to written member inquiries promptly and accurately within established production and quality standards.
Coordinate with internal departments to ensure timely and appropriate responses to member needs.
Research, escalate, and expedite complex issues to ensure timely resolution.
Document all interactions accurately and thoroughly in multiple systems, ensuring detailed, organized, and grammatically correct records.
Requirements
High school diploma or equivalent.
Excellent customer service and telephone communication skills.
Proficiency using computers to perform most or all work activities.
Strong attention to detail and a high degree of accuracy.
Stable, reliable internet connectivity suitable for computer-based work.
Ability to work from a compliant, professional workspace.
Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
Skills
Customer service, office support, clerical, or member/provider outreach experience.
Experience with medical records or release of information processes.
Strong verbal and written communication skills.
Ability to multitask and navigate multiple systems while maintaining accuracy.
Problem-solving and issue-resolution skills with a focus on member satisfaction.
Summary Qualification
Proven experience in customer-facing or call center roles, preferably within healthcare or member services.
Demonstrated ability to manage high call volumes while meeting quality and productivity standards.
Comfort working in a technology-driven environment with multiple software tools.
Track record of accurate documentation and adherence to procedures and guidelines.
Capability to work independently while collaborating effectively with internal teams as needed.
Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.
Numbers & Facts
Location
Woodland Hills, CA
Skills
Administrative Skillsunmatched
Calendar Managementunmatched
Call Centersunmatched
Call Volumeunmatched
Communication Skillsunmatched
Computer Skillsunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Detail Orientedunmatched
Documentationunmatched
Gap Closureunmatched
Health Educationunmatched
Health Planunmatched
Healthcareunmatched
High School Diplomaunmatched
Legalunmatched
Medical Recordsunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft Outlookunmatched
Microsoft Wordunmatched
Multitaskingunmatched
Organizational Skillsunmatched
Presentation/Verbal Skillsunmatched
Primary Careunmatched
Problem Solving Skillsunmatched
Quality Metricsunmatched
Telephone Skillsunmatched
Time Managementunmatched
Training/Teachingunmatched
Writing Skillsunmatched
🎯
Be found by employers
5,500+ employers search our resume database daily. Add yours to get found by recruiters looking for candidates like you.
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.