Member & Provider Services Manager - Flexible Hours

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

Job summary

Independent Living Systems is seeking a Manager, Member & Provider Services in Fontana, CA to oversee the contact center supporting members and providers. You will lead, mentor, and develop a team, driving service excellence, regulatory compliance, and outcomes.

You will collaborate with health plan clients, providers, and internal teams to improve processes, monitor KPIs, and ensure HIPAA-compliant handling of PHI. Strong leadership, communication, and multitasking skills are essential.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or related field.
• Minimum 5 years in member or provider services in healthcare or social assistance with 2+ years in supervision.
• Experience with Medi-Cal eligibility and benefits.
• Experience using operational metrics, reports, and quality audits to improve performance.
• Strong organizational, analytical, and time-management skills.
• Excellent communication, organizational, and interpersonal skills.
• Ability to handle PHI per HIPAA.
• Ability to balance multiple priorities and projects.
• Ability to work flexible hours as needed.

Responsibilities

• Lead daily operations of the Contact Center to ensure timely resolution and First Call Resolution.
• Recruit, train, and develop staff; maintain high customer service standards.
• Coach, mentor, and evaluate team members against productivity and quality metrics.
• Oversee escalation handling, ensuring regulatory and client requirements are met.
• Monitor SLAs, KPIs, and service quality; drive process improvements.

Education

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

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

Excellent communication, organizational, and interpersonal skills

Ability to work independently and as part of a team

Ability to work flexible hours to support operational requirements

Tools

CRM software

Electronic Health Record (EHR) systems

Healthcare information systems

Job description

Independent Living Systems is seeking a Manager, Member & Provider Services in Fontana, CA to oversee the contact center supporting members and providers. You will lead, mentor, and develop a team, driving service excellence, regulatory compliance, and outcomes.

You will collaborate with health plan clients, providers, and internal teams to improve processes, monitor KPIs, and ensure HIPAA-compliant handling of PHI. Strong leadership, communication, and multitasking skills are essential.