Lead Contact Center: Coaching, Ops & Performance

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

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.