Lead Customer Solution Center Service Representative
1 month 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.
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.
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 Continued Represents 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 Required High School Diploma/or High School Equivalency CertificateEducation Preferred Associate's DegreeExperience
Required:
At least 0-2 years of customer service experience with 6 months-1 year 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.
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, Vietnamese
Licenses/Certifications Required Licenses/Certifications Preferred Required Training Physical Requirements LightAdditional 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)
-
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**:11090**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...
-
Los Angeles, California, United States L.A. Care Health Plan Full timeSalary Range: $55, Min.) - $69, Mid.) - $82, 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...
-
Los Angeles, California, United States L.A. Care Health Plan Full timeSalary Range: $55, Min.) - $69, Mid.) - $82, 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...
-
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 timeJob Summary The Lead Customer Solution Center Provider Service Representative is responsible for triaging, prioritizing, assigning and helping support PSRs in the high-performance of their position. The Lead is a "Working Lead" that is responsible for their own assigned inquiries and escalated cases, as appropriate. All Leads may provide support,...
-
Lead Customer Solution Center Provider Service
3 weeks ago
Los Angeles, United States L.A. Care Health Plan Full timeLead Customer Solution Center Provider Service Representative **Job Category**:Customer Service**Department**:Customer Solution Call Center**Location**:Los Angeles, CA, US, 90017**Position Type**:Full Time**Requisition ID**:11323**Salary Range**: $60,778.00 (Min.) - $75,950.00 (Mid.) - $91,166.00 (Max.)- Established in 1997, L.A. Care Health Plan is an...
-
Los Angeles, United States L.A. Care Health Plan Full timeCustomer Solution Center Service Representative III **Job Category**:Customer Service**Department**:Customer Solution Call Center**Location**:Los Angeles, CA, US, 90017**Position Type**:Full Time**Requisition ID**:11270**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...
-
Los Angeles, United States L.A. Care Health Plan Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Customer Solution Center Service Representative III Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11270 Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.)...
-
Call Center Customer Service Representative
3 weeks ago
Los Angeles, United States Carnago & Carnago LLC Full timeJob Overview: We are seeking a highly motivated and customer-oriented individual to join our team as a Call Center Representative. As a Call Center Representative, you will be responsible for handling inbound and outbound calls, providing excellent customer service, and promoting our products and services. **Duties**: - Answer incoming calls and respond to...
-
Supervisor, Customer Solution Call Center
4 weeks ago
Los Angeles, United States L.A. Care Health Plan Full timeSupervisor, Customer Solution Call Center **Job Category**:Customer Service**Department**:Customer Solution Call Center**Location**:Los Angeles, CA, US, 90017**Position Type**:Full Time**Requisition ID**:11325**Salary Range**: $67,186.00 (Min.) - $87,342.00 (Mid.) - $107,498.00 (Max.)- Established in 1997, L.A. Care Health Plan is an independent public...
-
Customer Solution Center Enrollment Services
6 days ago
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**:11191**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...
-
Supervisor, Customer Solution Call Center
4 weeks ago
Los Angeles, United States L.A. Care Health Plan Full timeSalary Range: $67,186.00 (Min.) - $87,342.00 (Mid.) - $107,498.00 (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...
-
Supervisor, Customer Solution Call Center
4 weeks ago
Los Angeles, California, United States L.A. Care Health Plan Full timeSalary Range: $67, Min.) - $87, Mid.) - $107, 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...
-
Supervisor, Customer Solution Call Center
3 months ago
Los Angeles, United States L.A. Care Health Plan Full timeSalary Range: $67,186.00 (Min.) - $87,342.00 (Mid.) - $107,498.00 (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...
-
Supervisor, Customer Solution Call Center
2 months ago
Los Angeles, California, United States L.A. Care Health Plan Full timeSalary Range: $67, Min.) - $87, Mid.) - $107, 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...
-
Supervisor, Customer Solution Call Center
4 weeks ago
Los Angeles, California, United States L.A. Care Health Plan Full timeSalary Range: $67, Min.) - $87, Mid.) - $107, 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...
-
Supervisor, Customer Solution Call Center
4 weeks ago
Los Angeles, United States L.A. Care Health Plan Full timeSalary Range: $67,186.00 (Min.) - $87,342.00 (Mid.) - $107,498.00 (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...
-
Customer Solution Center
2 weeks ago
Los Angeles, California, United States Siri InfoSolutions Inc Full timeJob DescriptionJob DescriptionApplies knowledge and skills to build competencies for the design of training programs that will boost employee's workplace performance in alliance with Enterprise and departmental goals. Responsible for performing training needs assessments with the department management and will leads the design and delivery of curriculum and...
-
Call center customer service representative
3 weeks ago
Los Angeles, United States The Gents Place Full timeJob DescriptionJob DescriptionOverviewAs a Call Center Customer Service Representative, you will play a crucial role in ensuring customer satisfaction by providing exceptional service and resolving inquiries or concerns. Your ability to communicate effectively and empathize with customers will be essential in maintaining positive relationships and promoting...
-
Call center customer service representative
2 weeks ago
Los Angeles, California, United States The Gents Place Full timeJob DescriptionJob DescriptionOverviewAs a Call Center Customer Service Representative, you will play a crucial role in ensuring customer satisfaction by providing exceptional service and resolving inquiries or concerns. Your ability to communicate effectively and empathize with customers will be essential in maintaining positive relationships and promoting...
