Lead Contact Center & Process Improvement Leader

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

Job summary

L.A. Care Health Plan is seeking a Lead Contact Center to oversee day-to-day operations in Los Angeles, CA. The role focuses on coaching and supervising representatives, monitoring performance, and ensuring high-quality member service while meeting department goals.

Responsibilities include workflow management, producing statistical reports, and driving process improvements. The position requires 2+ years in customer service and 6+ months in a lead role within a health plan contact center.

Qualifications

• At least 2 years of customer service experience.
• At least 6 months of lead experience in a health plan/ healthcare contact center environment.
• Experience with disadvantaged populations, Covered California, and Cal MediConnect.

Responsibilities

• Lead day-to-day activities of the Contact Center Representatives.
• Monitor staff performance and attendance.
• Prepare and analyze contact center statistics reports.
• Ensure department policies and standards are met; mentor staff.
• Assist Supervisors with meetings and communication with management.
• Ensure HIPAA compliance and quality service to members/providers.

Skills

Customer service

Leadership

Coaching

Communication

Analytical

Team building

Excel

Access

Bilingual

Education

Associate's Degree

Tools

Excel

Access

Job description

L.A. Care Health Plan is seeking a Lead Contact Center to oversee day-to-day operations in Los Angeles, CA. The role focuses on coaching and supervising representatives, monitoring performance, and ensuring high-quality member service while meeting department goals.

Responsibilities include workflow management, producing statistical reports, and driving process improvements. The position requires 2+ years in customer service and 6+ months in a lead role within a health plan contact center.