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Customer Service Lead

2 months ago

Los Angeles, California, United States L.A. Care Health Plan Full time
{"title": "Lead Customer Solution Center Service Representative", "description": "Job Summary

L.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 Representatives, ensuring high levels of productivity and member satisfaction.

Key Responsibilities
  • Lead day-to-day activities of Member Services Representatives, including direction, performance monitoring, and handling staff questions/issues.
  • Prepare and analyze call center statistical reports and ensure quality standards are met.
  • Train and motivate staff, oversee daily office workflow, and recommend process enhancements.
  • Collaborate with management to review performance and quality standards and assist with incentive programs.
  • Ensure front line service personnel capture information and provide feedback for process improvement.
  • Represent the department at meetings and provide feedback as requested.
  • Ensure compliance with HIPAA regulations relating to protected health information (PHI).
  • Maintain attendance expectations.
Requirements
  • Associate's Degree
  • 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 working with disadvantaged populations, Covered California, and Cal MediConnect.
What We Offer
  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental, and Vision
  • Wellness Program
", "lang_code": "en-US"}