Lead Contact Center

L.A. Care Health Plan; Los Angeles (CA); On-site; USD 55,000 - 83,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Tuition Reimbursement

Retirement Plans

Medical, Dental and Vision

Wellness Program

Volunteer Time Off (VTO)

Job summary

The Lead Contact Center at L.A. Care Health Plan oversees the development of a cohesive unit and drives performance while coaching Supervisors to guide Representatives in delivering high-quality member and provider service.

Responsibilities include directing daily workflow, monitoring performance, handling escalations, ensuring policy compliance, and producing management reports for forecasting and continuous improvement.

Qualifications

• High school diploma or equivalent required.
• Lead experience in a health plan/healthcare contact center environment preferred.
• Experience with disadvantaged populations, Covered California, and Cal MediConnect is a plus.
• Strong written and verbal communication skills essential.
• Proficient in medical terminology and data reporting.

Responsibilities

• Leads day to day activities of Contact Center Representatives and provides direction.
• Monitors staff performance including attendance.
• Handles escalated questions and issues.
• Prepares and analyzes contact center reports.
• Ensures HIPAA compliance and adherence to policies.
• Trains and mentors staff; develops performance improvements.
• Manages complex projects and coordinates with stakeholders to deliver on time.

Skills

Customer service

Lead experience

Medical terminology

Written & verbal communication

Analytical skills

Coaching & mentoring

Team building

Diversity collaboration

Overtime flexibility

Multitasking

Excel & Access

Education

High school diploma or GED

Associate degree (preferred)

Tools

Excel

Access

Job description

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, 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 Contact Center is responsible for the development of a successful and cohesive Contact 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 Contact Center Supervisors with the supervision of Contact Center 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

• Leads day to day activities of Contact Center 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 contact 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.
• Assists Supervisor to ensure that Representatives provide accurate, timely and quality service to our members/providers.
• Ensures that all departmental policies, procedures and standards are being met, as well as the organization's mission.
• Assists Supervisor to ensure that deviations in performance are identified in advance and process changes are made to redirect performance to acceptable levels.
• Assists Supervisor to ensure that we provide accurate, timely and professionally written, statistical and verbal reports to management for historical, current status and forecasting purposes.
• Assists 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%)
• Works 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%)
• Works 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%)
• Represents the department when requested at meetings. Assists supervisor with meetings and provides necessary feedback when requested. (5%)
• Ensures department remains in compliant with HIPAA regulations relating to protected health information (PHI). (10%)
• Maintains attendance expectations. (5%)
• Performs other duties as assigned. (10%)

Education Required

High School Diploma/or High School Equivalency Certificate

Education Preferred

Associate's Degree

Experience

• Required: At least 2 years of customer service experience.
• Required: At least 6 months of lead experience in a health plan/ healthcare customer service contact 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.
• Required: Must know Medical Terminology.
• Required: Must have excellent written and verbal communication skills.
• Required: Strong analytical, coaching/mentoring skills, team building.
• Required: Ability to work effectively with diverse team members.
• Required: 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.
• Required: Must be flexible with time and be able to work overtime including weekends.
• Required: Must be able to multitask and to streamline day to day operations, policies and procedures.
• Required: 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

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)