portal resources jobs companies a alameda alliance for health member services representative iii/job req 537176461

Member Services Representative Iii/job Req 537176461


Member Services Representatives (MSR) are the first point of contact for our members’ primary contact with the Alliance for both routine and complex member issues with the goal of delivering excellent customer service to our customers. The position is responsible for answering a high volume of inbound and outbound calls in a timely manner. Respond to all communications coming into Member Services in the form of email, fax, letters, chat and phone calls. Timely responses to all member communication are essential. Must effectively prioritize and flex the workload as new communication and tasks are submitted. Identify the caller’s needs, clarify information, research issues, and provide solutions and/or alternatives whenever possible. Accurately and consistently document all conversations in the electronic database. This position is a liaison between the plan, the provider network, and other community agencies. The MSR positions are flexibly staffed classification and work is expected to be performed minimally at the MRS II level. However, the initial selection will be made at the entry level MSR I. Our more advanced level position of the series is the MSR III who will be required to perform a variety of complex matters.

Member Services Representatives are under the direction of a Member Services Supervisor, Manager and Director, and service our members through our call center as well assisting other departments with responses to member issues by initiating communication between departments to ensure action, cooperation, and compliance of managed care operations.

The Member Services Representative III

The MSR III position represents recognition of Member Services Representative II staff who have demonstrated higher proficiency in key aspects of the job requirements for a MSR series maintaining call quality scores of 95% or higher.

Principle duties and responsibilities

  • Serve as the primary contact for members, providers and others for questions related to claims, benefits, authorizations, pharmacy, member eligibility and other questions related to Alameda Alliance and provide accurate, satisfactory answers to their inquiries or concerns.
  • Respond to and resolve member service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, behavioral health, and care
  • Answer incoming calls, emails, chats, and other requests for assistance in a timely manner in accordance with departmental performance targets and provide excellent customer service while doing so. May include assisting members in
  • Recognize and understand the difference between calls that require quick resolutions and calls which will require follow-up and handle each
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • Accurately document all contacts per department standards/guidelines in the Customer Relationship Management (CRM)
  • Accurately and consistently document (electronic database) and resolve Exempt Grievances (any expression of dissatisfaction that are not coverage disputes, disputed health care services involving medical necessity, or experimental or investigational treatment and that are resolved by the next business day following receipt).
  • Interface with Grievance and Appeals, Claims, Enrollment, IT, Network Management, Pharmacy, Authorizations, and other internal departments to provide Service Excellence to our
  • Help guide and educate members about the fundamentals and benefits of managed health care topics, to include managing their health and well-being by selecting the best benefit plan service options, maximizing the value of their health plan benefits, and choosing a quality care
  • Intercede with care providers (doctor’s offices) on behalf of the member, assisting with appointment scheduling; connect members with internal Case Management Department for assistance as needed.
  • Assist members in navigating alamedaalliance.org, the Member Portal, and other health care partner online resources and websites to encourage/reassure them to use self- service tools that are
  • Manage any issues through to resolution on behalf of the member, either on a single call or through comprehensive and timely follow-up.
  • Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated
  • Provide education and status on previously submitted pre-authorizations or pre- determination requests for both medical and pharmaceutical
  • Meet the performance goals established for the position in the areas of compliance, efficiency, call quality, member satisfaction, first call resolution, punctuality, and
  • Always maintain a professional level of service to members.
  • Always maintain confidentiality of information.
  • Consistently support the Alliance’s approach to Service Excellence by adhering to established department and company standards for all work-related functions.
  • Interact positively with all Alliance
  • Accurately and consistently document (electronic database) and resolve Exempt Grievances (any expression of dissatisfaction that are not coverage disputes, disputed health care services involving medical necessity, or experimental or investigational treatment and that are resolved by the next business day following receipt).
  • Process MS Dept projects
  • Serve as a back-up to manage the escalated calls.
  • Perform other duties as assigned.


  • Contacts: Receive, manage, and document telephone calls, emails, and other sources of contacts from members, potential members, and providers, and explain health plan benefits and plan rules. Describe the types of services the Alliance offers to the Member within the managed care system. Provide clarification about issues regarding patient and physician rights and how the plan
  • Conflict resolution: Resolve member problems/conflicts by convening with other departmental staff as
  • Member communications: Create and/or mail appropriate member materials and communications as
  • Computer: Perform ongoing data entry which assists in the maintenance of the Member Services department database to ensure data
  • Comply with the organization’s Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.


  • Constant and close visual work at desk or
  • Constant sitting and working at
  • Constant data entry using keyboard and/or
  • Constant use of multi-monitor setup
  • Frequent use of telephone and headset.
  • Frequent verbal and written communication with staff and other business associates by telephone, correspondence, or in
  • Frequent lifting of folders, files, binders, and other objects weighing between 0 and 30 lbs.
  • Frequent walking and standing

Number of Employees Supervised: 0


Member Services Representative III


  • Bachelor’s degree in a healthcare related area of study – or -
  • AS/AA degree or two (2) years of college with a minimum of one year experience in healthcare or customer service-related field, and/or experience in working with diverse clients with multiple barriers – or -
  • High school diploma required.
  • Maintaining a 95% average Quality Score or higher and meeting, maintain and exceeding department performance metrics for at least 6 consecutive months following completion of the one year as MSR I will be considered eligible to promote to Member Services Representative


  • Minimum two years of experience in health services, managed care, hospital, or similar setting.


  • Ability to prioritize and adapt to changing situations in a calm and professional manner.
  • Ability to maintain composure in stressful situations.
  • Excellent problem-solving skills
  • Ability to exhibit cooperation, flexibility, and provide assistance when talking to members, providers, and staff.
  • Skill in basic data entry
  • Ability to type 40 net words per minute: multi-task
  • Manual dexterity to operate telephone, computer keyboard equipment.
  • Speak English proficiently, clearly, and audibly.
  • Memorize and retain information quickly; meet physical requirements
  • Spell correctly
  • Learn the policies, regulations, and rules applicable to business operations.
  • Follow instructions, reason clearly, analyze solutions accurately, act quickly and effectively in emergency situations; operate office equipment including computers and supporting word processing, spreadsheet, and database applications.
  • Excellent phone etiquette and ability to communicate clearly and concisely, both orally and in writing.
  • Excellent interpersonal skills with the ability to interact with diverse individuals and flexibility to customize approach to meet all types of member communication styles and personalities.
  • Strong verbal and written communication
  • Demonstrated ability to quickly build rapport and respond to members in a compassionate manner by identifying and exceeding member expectations (responding in respectful, timely manner, consistently meeting commitments).
  • Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member.
  • Must be self-motivated and able to work with minimal
  • Must be team-oriented and focused on achieving organizational
  • Proficient problem-solving approach to quickly assess current state and formulate recommendations.
  • Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions which members can understand and act upon.
  • Proficient conflict management skills to include ability to resolve issues during stressful situations and demonstrating personal
  • Ability to work regularly scheduled shifts within the Alliance’s hours of operation including the training period, with scheduled lunches and breaks, flexibility to adjust daily schedules; and to work over-time and/or weekends as needed.
  • Medical terminology knowledge preferred
  • Ability to work within a broad systems
  • Experience in use of various computer systems software as well as Microsoft Windows, and Microsoft Suite, especially Outlook, Word, Excel.
  • Must have reliable and stable internet connection for remote work (50-100 Mbps download speeds).

Pay Rate Range: $28.46 -$42.68

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