Member & Provider Services Center Manager

Independent Living Systems, llc; Richmond (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

Independent Living Systems (ILS) seeks a Manager, Member & Provider Services to lead the daily operations of the contact center supporting members and providers. You will drive first-call resolution, coach a team, and partner with health plan clients to deliver compliant, high-quality service.

The role emphasizes process improvements, regulatory compliance, and achieving strong customer satisfaction while balancing operational efficiency and staff development.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or a related field.
• Minimum of 5 years of member or provider services in healthcare or social assistance, with at least 2 years in a supervisory role.
• Experience with Medi-Cal eligibility and benefits.
• Demonstrated experience using operational metrics, reports, and quality audits to drive performance improvements.
• Strong organizational, analytical, and time-management skills with the ability to effectively manage multiple priorities and deadlines.
• Excellent communication, organizational, and interpersonal skills.
• Ability to maintain confidentiality and handle PHI under HIPAA regulations.
• Ability to work independently and as part of a team to balance priorities.

Responsibilities

• Lead daily operations of the contact center to ensure timely, accurate inquiries handling.
• Recruit, train, and develop staff to uphold high service and efficiency standards.
• Coach and evaluate team performance, setting productivity and quality targets.
• Resolve complex member and provider cases with guidance and compliance.
• Monitor SLAs and metrics to drive quality outcomes and customer satisfaction.
• Collaborate with clients and internal teams to improve processes.
• Ensure HIPAA compliance and audit readiness across operations.
• Attend meetings and participate in cross-functional workgroups.

Skills

Organizational skills

Analytical skills

Time management

Communication skills

Interpersonal skills

Education

Bachelor’s degree in Healthcare Administration, Business, or a related field

Master’s degree in Healthcare Administration, Public Health, or Business Administration

Tools

CRM software

Healthcare information systems

EHR systems

Job description

Independent Living Systems (ILS) seeks a Manager, Member & Provider Services to lead the daily operations of the contact center supporting members and providers. You will drive first-call resolution, coach a team, and partner with health plan clients to deliver compliant, high-quality service.

The role emphasizes process improvements, regulatory compliance, and achieving strong customer satisfaction while balancing operational efficiency and staff development.