Patient Communication Representative, Population Health Pharmacy

Population Health Pharmacy supports Population Health initiatives to increase the quality of care, while maintaining cost-effective outcomes through disease and medication management programs. The Patient Communication Representative is an integral member of the Faculty Practice Group's Office of Population Health & Accountable Care (OPHAC) team and will work closely with Pharmacists, Pharmacy Technicians, and Operations to execute strategies for Population Health Pharmacy.

The Patient Communication Representative provides high-level patient support and communication services for Population Health Pharmacy programs designed to improve health outcomes, medication adherence, care coordination, and value-based care performance across defined patient populations. This role supports pharmacy-led population health initiatives focused on chronic disease management, transitions of care, medication safety, and reducing barriers to treatment through proactive, patient-centered communication and coordination.

Serving as the initial point of contact for patients, the Patient Communication Representative utilizes advanced telecommunications systems, electronic medical records (EMR), standardized workflows, and web-based resources to ensure timely, accurate, and efficient coordination of care. The Representative works collaboratively with pharmacists, clinic staff, and care management teams to support ongoing patient outreach activities

The Patient Communication Representative must maintain a high level of customer service, professionalism, reliability, and attention to detail while managing multiple priorities in a fast-paced environment. Strong verbal and written communication skills, active listening, teamwork, and sound judgment are essential to supporting quality patient experiences and operational excellence. This role is expected to uphold UCLA Health's CI-CARE principles and contribute to organizational goals related to population health outcomes, quality improvement, patient satisfaction, and coordinated care delivery.

Salary Range: $30.47-$47.85/hourly

• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.
• Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills.
• Must be able to take appropriate action in a high call volume environment.
• Operate a high-volume capacity telephone system.
• Able to work with diverse populations (patient, staff, physicians) under difficult and challenging situations. Supports a team approach.
• Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. Maintains commitment to our customer service standards, World-Class practices, and CI - CARE principle.
• Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment to accomplish established objectives.
• Working knowledge of PC window applications sufficient to input and retrieve data. Basic knowledge of phone systems and technology
• Working knowledge of computerized appointment scheduling system, insurance payors and processing or other related office functions.
• Performs work that is accurate, neat and consistent. Ensure that documentation is legible. Sensitive information including, but not limited to, patient records, hospital documents and employee information is kept confidential without exception, according to HIPAA guidelines
• Must be able to type a minimum of 50 words per minute (assessed at time of application) or demonstrate personal computer keyboard skills.
• Perform basic math sufficient to process insurance co-payments and deductibles.
• Develop open-friendly and responsive relationships with patients of varying cultural, socioeconomic and religious backgrounds.
• Readily accepts work assignments and changes within UCLA Health in a positive manner