Member & Provider Services Leader - Contact Center

Independent Living Systems, llc; Los Angeles (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Independent Living Systems (ILS) is seeking a Manager of Member & Provider Services in the US to oversee the contact center supporting members and providers within healthcare and social services. You will mentor and lead a team to deliver empathetic, accurate, and efficient service while ensuring regulatory compliance and high performance.

The role emphasizes coordinating with health plan clients, internal teams, and compliance partners to drive improvements, monitor KPIs, and ensure audit

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or a related field.
• Minimum 5 years in 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.
• Experience using operational metrics, reports, and quality audits to drive improvements.
• Strong organizational, analytical, and time-management skills; able to manage multiple priorities and deadlines.
• Excellent communication, organizational, and interpersonal skills.
• Ability to protect PHI and comply with HIPAA.

Responsibilities

• Lead and manage daily operations of the Contact Center; ensure timely, effective issue resolution and First Call Resolution (FCR).
• Recruit, train, and develop contact center staff; maintain high service and operational standards.
• Coach and evaluate staff; monitor productivity, quality, timeliness, and professional development.
• Oversee investigation and resolution of complex and escalated cases; ensure compliance with contracts, regulations, and client requirements.
• Monitor SLAs, turnaround times, and performance metrics to ensure quality outcomes and customer satisfaction.
• Develop, implement, and maintain QA programs, procedures, workflows, and training materials.
• Collaborate with internal/external partners to resolve issues and improve service delivery.
• Ensure adherence to federal/state regulations, HIPAA, and audit readiness; participate in audits and reporting.
• Attend meetings, trainings, leadership forums, and cross-functional groups.
• Perform other duties as assigned.

Skills

Communication

Organizational

Interpersonal

Analytical

Time management

Education

Bachelor's degree in Healthcare Administration/Business

Master’s degree in Healthcare Administration/ Public Health/ Business

Tools

CRM software

Electronic Health Records (EHR)

Job description

Independent Living Systems (ILS) is seeking a Manager of Member & Provider Services in the US to oversee the contact center supporting members and providers within healthcare and social services. You will mentor and lead a team to deliver empathetic, accurate, and efficient service while ensuring regulatory compliance and high performance.

The role emphasizes coordinating with health plan clients, internal teams, and compliance partners to drive improvements, monitor KPIs, and ensure audit