Manager, Call Center

Inland Empire Health Plan

United States

Hybrid

USD 104,000 - 138,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

Hybrid schedule

On-site fitness center

Medical Insurance with Dental and Eye

Life and disability options

Career advancement opportunities

Wellness programs

Flexible Spending Account

CalPERS retirement

457(b) option

Paid life insurance

Pet care insurance

Job summary

Inland Empire Health Plan seeks a Call Center Manager to oversee daily operations, ensuring high-quality service while maintaining compliance with regulatory standards. This role involves leading Member Service Representatives, implementing operational improvements, and developing team performance metrics.

The ideal candidate will possess strong leadership skills, a deep understanding of Medi-Cal/Medicare managed care, and the ability to foster a culture of continuous improvement within a hybrid

Qualifications

3 years experience in Health Care or call center operations with supervisory experience.
Experience in managing high-volume customer contact inquiries preferred.

Responsibilities

Lead the day-to-day functions of the Member Service Call Center.
Ensure supervision and guidance for Member Service Representatives.
Develop and implement operational practices to improve service.
Accountable for daily call center operations and staffing.
Analyze performance reports for team optimization.

Skills

Leadership skills

Communication skills

Coaching skills

Problem-solving skills

CRM systems

Medi-Cal knowledge

Regulatory knowledge

Education

Bachelor's degree from accredited institution

8 years relevant work experience in lieu of degree

Tools

Microsoft Office Suite

Job description

Overview

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

Oversees daily call center operations using call systems and technologies to maximize efficiency and cost effectiveness. Provides daily leadership and motivates staff to provide excellent customer service. Develops strategies, sets objectives, and analyzes call center metrics to ensure organizational goals are achieved. This position is responsible for maintaining high level customer quality while complying to regulatory standards. Fosters a LEAN culture within the organization, encourages innovation, drives Team Member development, and may lead department and/or interdepartmental projects.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Additional Benefits

Perks

Competitive salary
Hybrid schedule
State of the art fitness center on-site
Medical Insurance with Dental and Vision
Life, short-term, and long-term disability options
Career advancement opportunities and professional development
Wellness programs that promote a healthy work-life balance
Flexible Spending Account – Health Care/Childcare
CalPERS retirement
457(b) option with a contribution match
Paid life insurance for employees
Pet care insurance

Key Responsibilities

Lead the day-to-day functions of the Member Service Call Center
Ensure Member Service Representatives (MSR’s) are appropriately supervised and provided guidance, training, support related to call taking procedures, departmental goals, and expectations
Lead MSR’s and the supervisory teams to ensure the delivery of outstanding service to IEHP Members
Develops and implements operational practices and interfaces with internal IEHP departments to ensure Member’s care is delivered in a service-oriented manner and according to IEHP benefits, policies, and procedures. Continually identifies opportunities for process improvement, service opportunities and member retention
Accountable for daily call center operations including proper and efficient utilization of staffing to achieve organizational service and quality goals
Develop, review, analyze and interpret department and individual performance reports to ensure that the team is continually performing at optimum levels
Strong coaching, motivational and interpersonal skills are required with an emphasis on service Through demonstrated individual performance, the Call Center Manager shall promote the highest standards of ethical and professional conduct to lead team members by example
Lead department supervisors to achieve IEHP call center goals and regulatory expectations
Ensure the call center operates consistently with each supervisory team coaching to achieve both individual and team performance goals
Ensure consistency in personnel management including hiring, salary, and other personnel practices in coordination with the Human Resources Department
Exhibits commitment to continuous improvement by coaching and educating team on LEAN principles and methodology
Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s)

Qualifications

Education & Requirements

Three (3) years direct experience in a Health Care or call center operations with supervisory experience in member, customer service, or call center operations environment
Experience in managing high-volume cross functional customer contact inquiry operations preferred
Bachelor’s degree from accredited institution required
In lieu of the required degree, a minimum of eight (8) years of additional relevant work experience is required for this position
This experience is in addition to the minimum years listed in the Experience Requirements above

Key Qualifications