Member Relations Coordinator

Position Summary:

This position will serve as a first point of contact for newly enrolled members.  The individual will conduct outbound telephone calls to welcome new members, review Welcome Packet materials, and ensure knowledge of benefits and services available through our IPA/Medical Group.  The individual will be responsible for assisting members with establishing a physician-patient relationship by coordinating their initial doctor appointment which may include transportation and interpreter services.  The individual will ensure members continuity of care is transitioned by taking initiative to coordinate with provider offices and/or Utilization Management as needed.  The individual will ensure all member service issues and complaints are handled and resolved to achieve member satisfaction and retention.  

Essential Duties and Responsibilities include the following:

• Serve as the first point of contact for newly enrolled members.
• Conducts set number of inbound and outbound calls per day based on team set goals.
• Conducts outbound calls confirming RSVPs to our Member Orientation events and meets attendance goals for each event.
• Effectively communicate benefits and services available to members.
• Coordinate appointments, transportation, and interpreter services.
• Liaise with external business partners and internal departments.
• Coordinate and collaborate on assignments and projects.
• Successfully manage multiple assignments and projects within specified timelines.
• Report assignment and project statuses and results to management.
• Accurately document call results in Microsoft Excel.
• Serve as a resource for members who require assistance.
• Verify and update member demographic information.
• Own overall satisfaction, retention, and success for newly enrolled members.
• Duties and responsibilities will increase with experience.
• Other duties assigned by management.

Organizational Responsibilities:

• Proactively support and practice company mission, vision and values.
• Follow Employee Handbook guidelines and company policies and procedures.
• Follow established departmental dress code.
• Appropriately and accurately maintain time keeping records.
• Adhere to attendance policy and time off requests.
• Follow safety policies and procedures.
• Be flexible and adaptable and courteous and promote professionalism.
• Communicate verbally and in writing through appropriate channels.
• Maintain confidentiality at all times in compliance with company policy and HIPAA requirements.
• Employee has completed all required annual compliance training and signed attestation form is attached for each module.

The pay range for this position at commencement of employment is expected to be $22/hour ; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, licensure, skills, and experience.

The total compensation package for this position may also include other elements, including a sign-on bonus and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

As one of the fastest growing Independent Physician Associations in Southern California, Regal Medical Group, Lakeside Community Healthcare & Affiliated Doctors of Orange County, offers a fast-paced, exciting, welcoming and supportive work environment. Opportunities abound, and enterprising, capable, focused people prosper with us. We promote teamwork, nurture learning, and encourage advancement for all of our employees. We want to see you excel, because we believe that your success is our success.

Full Time Position Benefits:

The success of any company depends on its employees. For us, employee satisfaction is crucial not only to the well-being of our organization, but also to the health and wellness of our members. As such, we are firmly dedicated to providing our employees the options and resources necessary for building security and maintaining a healthy balance between work and life.

Our dedication to our staff is evident in our comprehensive benefits package. We offer a very generous mixture of benefits, including many employer-paid options.

Health and Wellness:

• Employer-paid comprehensive medical, pharmacy, and dental for employees
• Vision insurance
• Zero co-payments for employed physician office visits
• Flexible Spending Account (FSA)
• Employer-Paid Life Insurance
• Employee Assistance Program (EAP)
• Behavioral Health Services

Savings and Retirement:

• 401k Retirement Savings Plan
• Income Protection Insurance

Other Benefits:

• Vacation Time
• Company celebrations
• Employee Assistance Program
• Employee Referral Bonus
• Tuition Reimbursement
• License Renewal CEU Cost Reimbursement Program
• Business-casual working environment
• Sick days
• Paid holidays
• Mileage

Employer will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the LA City Fair Chance Initiative for Hiring Ordinance.

Education and/or Experience:

• High School Diploma or equivalent required. College Degree preferred.  
• Bilingual preferred.
• Minimum of 2 years of experience at a Health Plan or IPA/Medical Group required.
• Minimum of 2 years experience in a fast-paced call center environment required.
• Prior experience in customer service or member services preferred.
• Strong customer service skills.
• Must have excellent telephone etiquette and effective oral communication skills.
• Excellent interpersonal skills.
• Proficient in Microsoft Office. Must know how to navigate and document in Microsoft Excel.
• Analytical and attention to detail skills.
• Strong time management, organizational, and prioritization skills.
• Ability to manage multiple assignments and projects meeting deadlines.
• Ability to type 45 WPM accurately.
• Ability to work independently with minimal supervision.