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Head of Member Support Services

2 months ago

Arcadia, California, United States L.A. Care Health Plan Full time

Salary 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 ensure our members receive appropriate care at the right time and place.


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 tasked with cultivating a successful and cohesive Call Center team, ensuring high productivity levels to meet and exceed departmental performance metrics and member satisfaction.

Support Call Center Supervisors in overseeing Member Services Representatives by closely monitoring their performance, which includes but is not limited to:
coaching, mentoring, motivating, and counseling to guarantee optimal customer service and achievement of departmental goals. Responsible for daily operations and guiding the work of assigned personnel.

Duties

Leadership of daily activities of Member Services Representatives, including but not limited to: Providing direction. Monitoring staff performance, including attendance. Addressing all inquiries/issues raised by staff. Suggesting process improvements. Preparing and analyzing call center statistical reports. Adjusting skill sets for consistency. Ensuring quantity and quality are met for overtime. Handling escalated calls. Serving as a backup for calls as needed. Assisting Supervisors to ensure that Representatives deliver accurate, timely, and quality service to our members/providers. Ensuring compliance with all departmental policies, procedures, and standards, as well as the organization's mission.

Assist Supervisors in identifying performance deviations in advance and implementing process changes to redirect performance to acceptable levels.

Support Supervisors in providing accurate, timely, and professionally written statistical and verbal reports to management for historical, current status, and forecasting purposes.

Assist Supervisors in reviewing the overall quality accuracy of Representatives.

Manage complex projects, engaging and updating key stakeholders, developing timelines, leading others to complete deliverables on time, and ensuring implementation upon approval.

(40%)

Train and motivate staff. Ensure appropriate service standards are developed and maintained.

Lead the work of assigned staff; regularly assign and review the work of others, providing guidance, training, and feedback on performance to department management.

Oversee daily office workflow, developing and recommending enhancements to processes and procedures. (5%)


Collaborate with training staff to ensure that training practices align with staffing and performance standards, taking responsibility for identifying ongoing training needs and integrating training and performance expectations while working closely with Supervisors to create and/or modify desktop procedures.

(5%)


Work closely with management to continuously review performance and quality standards and assist in developing and implementing incentive programs.

As well as motivational programs needed to achieve service standards. (10%)

Ensure that front-line service personnel capture information and provide feedback to Supervisors that will enable L.A. Care to enhance its product and internal processes. (10%)

Duties Continued

Represent the Department at meetings when requested. Assist Supervisors with meetings and provide necessary feedback when requested. (5%) Ensure department compliance with HIPAA regulations regarding protected health information (PHI). (10%) Maintain attendance expectations. (5%) Perform other duties as assigned. (10%)

Education Required

High School Diploma/or High School Equivalency Certificate

Education Preferred

Associate's Degree

Experience

Required:


At least 0-2 years of customer service experience with 6 months-1 year of lead experience in a health plan/healthcare customer service call center environment.


Preferred:
Experience working with disadvantaged populations, Covered California, and Cal MediConnect.

Skills

Required:
Must possess knowledge in the direct line of business.

Must understand Medical Terminology.

Must have excellent written and verbal communication skills.

Strong analytical, coaching/mentoring skills, and team-building abilities.

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 streamline day-to-day operations, policies, and procedures.

Must have advanced PC skills, including Excel and Access.

Preferred:
Bilingual in one of L.A. 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

Light

Additional 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)

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