Member & Provider Services Leader

Independent Living Systems; Bakersfield (CA); On-site; USD 72,000 - 125,000; Full time

Job summary

Independent Living Systems (ILS) in Bakersfield, CA, is seeking a Manager, Member & Provider Services to lead the daily operations of the contact center serving members and providers in the healthcare and social assistance sector.

You will recruit, train, and develop staff, drive First Call Resolution, monitor performance, and ensure compliance with HIPAA and regulatory requirements while collaborating with health plan clients and cross-functional teams.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or related field.
• Minimum 5 years in member or provider services with at least 2 years in a supervisory role.
• Experience with Medi-Cal eligibility and benefits.
• Experience using operational metrics, reports, and quality audits to drive performance improvements.
• Strong organizational, analytical, and time-management skills.
• Excellent communication, organizational, and interpersonal skills.
• Ability to maintain confidentiality and handle PHI per HIPAA.

Responsibilities

• Lead daily operations of the Contact Center, ensuring timely and effective resolution of inquiries to First Call Resolution.
• Recruit, train, and develop contact center staff to maintain high standards of service and efficiency; conduct regular updates and meetings.
• Monitor productivity, quality, timeliness, and customer satisfaction through KPIs and audits; drive continuous improvement.
• Collaborate with health plan clients, providers, and internal teams to ensure compliant, high-quality service delivery.
• Ensure adherence to regulatory requirements, audits, and client-specific needs.

Skills

Organizational skills

Analytical skills

Time management

Communication skills

Education

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

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

Tools

CRM software

EHR systems

Job description

Independent Living Systems (ILS) in Bakersfield, CA, is seeking a Manager, Member & Provider Services to lead the daily operations of the contact center serving members and providers in the healthcare and social assistance sector.

You will recruit, train, and develop staff, drive First Call Resolution, monitor performance, and ensure compliance with HIPAA and regulatory requirements while collaborating with health plan clients and cross-functional teams.