Current jobs related to Lead Customer Solution Center Service Representative - Los Angeles - L.A. Care Health Plan
-
Los Angeles, United States L.A. Care Health Plan Full timeLead Customer Solution Center Service Representative Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11178 Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency...
-
Los Angeles, United States L.A. Care Health Plan Full timeLead Customer Solution Center Service Representative Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11178 Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public...
-
Los Angeles, United States L.A. Care Health Plan Full timeLead Customer Solution Center Service Representative Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11178 Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency...
-
Lead Customer Solution Center Service Representative
2 months ago
Los Angeles, United States L.A. Care Health Plan Full timeSalary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million...
-
Los Angeles, United States L.A. Care Health Plan Full timeUnder the general direction of leadership and management in the Customer Solution Center, Call Center, the Customer Solution Center Service Representative III handles provider inquiries and issue resolution of Level One (1) inquiries, this includes b Solution, Business Operations, Representative, Customer Service, Healthcare, Service, Retail
-
Customer Solution Center Service Representative I
2 months ago
Los Angeles, United States L.A. Care Health Plan Full timeThe Customer Solution Center Service Representative I is responsible for a successful completion of the Member Services training program and continues to gain strong knowledge of Medi-Cal and Personal Assistance Services Council (PASC) managed care p Solution, Representative, Customer Service, High School, Member Service, Retail, Healthcare
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Service Representative I Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11488 Salary Range: $45,760.00 (Min.) - $47,823.00 (Mid.) - $55,818.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency...
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Service Representative I Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11488 Salary Range: $45,760.00 (Min.) - $47,823.00 (Mid.) - $55,818.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public...
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Service Representative II Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11602 Salary Range: $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency...
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Service Representative II (Nights) Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11451 Salary Range: $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent...
-
Customer Solution Center Service Representative II
2 months ago
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Service Representative II (Nights) Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11451 Salary Range: $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public...
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Service Representative II (Nights) Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11451 Salary Range: $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public...
-
Customer Service Lead
2 weeks ago
Los Angeles, California, United States L.A. Care Health Plan Full time{"title": "Lead Customer Solution Center Service Representative", "description": "Job SummaryL.A. Care Health Plan is seeking a highly skilled and experienced Lead Customer Solution Center Service Representative to join our team. As a key member of our Customer Solution Call Center, you will be responsible for leading a team of Member Services...
-
Senior Customer Service Center Representative
4 weeks ago
Los Angeles, California, United States L.A. Care Health Plan Full timePosition Overview:The Senior Customer Service Center Representative plays a pivotal role in the management and success of the Customer Solution Call Center. This position is essential for fostering a productive and cohesive team environment, ensuring exceptional service delivery to our members.Key Responsibilities:1. Lead daily operations of the Member...
-
Customer Service Representative
5 days ago
Los Angeles, California, United States Service Employees International Union Full timeJob SummaryWe are seeking a skilled Call Center Representative to join our team at Service Employees International Union. As a key member of our customer service team, you will be responsible for managing and answering inbound calls and/or placing outbound calls using computer-based phone systems.Key ResponsibilitiesInteract with callers in English and/or...
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Enrollment Services Representative II Job Category: Customer Service Department: Enrollment Services Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11432 Salary Range: $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public...
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Enrollment Services Representative II Job Category: Customer Service Department: Enrollment Services Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11432 Salary Range: $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency...
-
Los Angeles, United States L.A. Care Health Plan Full timeJob Category: Customer Service Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11432 Salary Range: $50,216.00 (Min.) - $62,770.00 (Mid.) - $75,324.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County...
-
Los Angeles, California, United States L.A. Care Health Plan Full timeJob SummaryThe Customer Solution Center Enrollment Services Representative II plays a critical role in ensuring the accuracy and integrity of member data in our core system. This position is responsible for auditing, researching, and updating member data, including provider and plan partner assignments, member demographics, and troubleshooting complex...
-
Lead Customer Service Representative
20 hours ago
Los Angeles, California, United States University of Southern California Full timeJob Title: Lead Customer Service RepresentativeWe are seeking a highly skilled and experienced Lead Customer Service Representative to join our team at the University of Southern California. As a key member of our customer service team, you will be responsible for providing exceptional service to our students, faculty, staff, and external customers.Key...
Lead Customer Solution Center Service Representative
3 months ago
Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)
Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.
Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.
Job Summary
The Lead Customer Solution Center Service Representative is responsible for the development of a successful and cohesive Call Center unit, with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member satisfaction. Assist Call Center Supervisors with the supervision of Member Services Representatives by closely monitoring performance, which includes but not limited to: coaching, mentoring, motivating, counseling, etc. to ensure they are providing optimal customer services and meeting and/or exceeding department goals. Responsible for the daily workflow and leading the work of assigned staff.Duties
Leadership of day to day activities of Member Services Representatives, including but not limited to: Providing direction. Monitoring of staff performance including attendance. Handling all questions/issues raised by staff. Recommending process improvement processes. Preparing and analyzing call center statistical reports. Monitoring/Adjusting of skill-sets for consistency. Ensuring quantity/quality is met for overtime. Handle escalated calls. Back-up to calls as needed. Assist Supervisor to ensure that Representatives provide accurate, timely and quality service to our members/providers. Ensure that all departmental policies, procedures and standards are being met, as well as the organization's mission. Assist Supervisor to ensure that deviations in performance are identified in advance and process changes are made to redirect performance to acceptable levels. Assist Supervisor to ensure that we provide accurate, timely and professionally written, statistical and verbal reports to management for historical, current status and forecasting purposes. Assist Supervisor in reviewing the Representatives overall quality accuracy. Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval. (40%)
Trains and motivates staff. Ensures appropriate service standards are developed and maintained. Leads the work of assigned staff; regularly assigns and checks the work of others, providing guidance, training and feedback on performance to department management. Oversees the daily office workflow, develops and recommends enhancements to process and procedures. (5%)
Work with training staff to ensure that training practices support staffing and performance standards, takes responsibility for identifying on-going training needs and integrating training and performance expectations as well as work closely with Supervisors to create and/or modify Desk top procedures. (5%)
Work closely with management to review performance and quality standards on an ongoing basis and to assist with development and implementing incentive programs. As well as motivational programs needed to achieve service standards. (10%)
Ensures that front line service personnel are capturing information and providing feedback to Supervisors that will enable L.A. Care to improve its product and internal process. (10%)Duties ContinuedRepresents the Department when requested at meetings. Assist Supervisor with meetings and provides necessary feedback when requested. (5%)Ensure department remains in compliant with HIPAA regulations relating to protected health information (PHI). (10%)Maintains attendance expectations. (5%)Perform other duties as assigned. (10%)Education RequiredHigh School Diploma/or High School Equivalency CertificateEducation PreferredAssociate's DegreeExperience
Required:
At least 2 years of customer service experience.
At least 6 months of lead experience in a health plan/ healthcare customer service call center environment.
Preferred:
Experience in working with the disadvantage population, Covered California, and Cal MediConnect.Skills
Required:
Must have knowledge in direct line of business.
Must know Medical Terminology.
Must have excellent written and verbal communication skills.
Strong analytical, coaching/mentoring skills, team building.
Ability to work effectively with diverse team members.
Must also have the ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers, and provide optimal customer service for internal and external customers.
Must be flexible with time and be able to work overtime including weekends.
Must be able to multitask and to streamline day to day operations, policies and procedures.
Must have advance PC skills including Excel and Access.
Preferred:
Bilingual in one of LA Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, VietnameseLicenses/Certifications RequiredLicenses/Certifications PreferredRequired TrainingPhysical RequirementsLightAdditional Information
Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.
L.A. Care offers a wide range of benefits including
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental and Vision
- Wellness Program
- Volunteer Time Off (VTO)
