Member Experience Supervisor

Inland Empire Health Plans; Rancho Cucamonga (CA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

State of the art fitness center on‑sit

Medical Insurance with Dental and V is

Job summary

Inland Empire Health Plans (IEHP) in Rancho Cucamonga is seeking a Supervisor, Member Services to oversee the day-to-day operations of a Member Experience team. This role drives quality service, recruitment, onboarding, mentoring, and performance monitoring, ensuring adherence to policies and regulatory requirements.

The supervisor will foster LEAN culture and collaborate with leaders to meet IEHP’s call center objectives, maintaining up-to-date training materials and disseminating timely state

Qualifications

• Two years of experience working directly with Medicare/Medi-Cal Members; prior call center supervision.
• Three or more years of healthcare call center experience in a health care delivery setting.
• Experience in an HMO, Managed Care environment; Dual Choice Product and/or Medicare and Medi-Cal practices.
• High School diploma or GED; Bachelor's degree preferred.
• Prior call center supervisory/lead capacity.
• Experience working directly with Medicare or Medi-Cal members in a call center environment is a plus.
• Knowledge of Dual Choice Product and/or Medicare/Medi-Cal product lines and programs; medical terminology.

Responsibilities

• Oversee day-to-day operations of inbound/outbound Member Experience team.
• Assist with recruitment, onboarding, mentoring/coaching, and performance monitoring of Team Members.
• Ensure adherence to policies, quality standards, and regulatory requirements.
• Foster a LEAN culture and encourage team innovation and development.
• Coordinate dissemination of state and internal updates to the team.

Skills

Communication skills

Public speaking

Team supervision

Mentorship

Multitasking

Bilingual Spanish/English

Education

High School diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Word

Microsoft Excel

Verint

ADP

Cisco Finesse

Cisco Jabber

Job description

Inland Empire Health Plans (IEHP) in Rancho Cucamonga is seeking a Supervisor, Member Services to oversee the day-to-day operations of a Member Experience team. This role drives quality service, recruitment, onboarding, mentoring, and performance monitoring, ensuring adherence to policies and regulatory requirements.

The supervisor will foster LEAN culture and collaborate with leaders to meet IEHP’s call center objectives, maintaining up-to-date training materials and disseminating timely state