· Support new Exclusive and Semi-Exclusive Primary Care Physicians (PCPs).

· Serve as a primary contact for members who choose to retain their PCP.

· Facilitate 3-way telephone calls with members and health plans.

· Effectively and accurately educate members about PCP and IPA/Medical Group changes.

· Effectively communicate benefits and services available to members.

· Manage a minimum of 30-40 inbound/outbound answered calls per day.

· Assess and coordinate member’s continuity of care.

· 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 and EZ Cap.

· Serve as a resource for members who require assistance.

· Verify and update member demographic information.

· Own overall satisfaction, retention, and success of Exclusive and Semi-Exclusive PCPs. 

· Manage prospective member leads generated via advertisements and events.

· Attend events as needed.

· Duties and responsibilities will increase with experience.

· High School Diploma or equivalent required. College Degree preferred.

· Reliable transportation and valid California Drivers License and Auto Insurance required. 

· Minimum of 4 years of experience at a Health Plan or IPA/Medical Group required.

· Prior experience in customer service, member retention, or network management 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.