Senior Manager, Member & Provider Services

Independent Living Systems, llc; San Francisco (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Independent Living Systems (ILS) seeks a Manager, Member & Provider Services to oversee the daily operations of the contact center supporting members and providers in the healthcare and social assistance sector. You will lead a team, mentor staff, and drive continuous improvement to deliver empathetic, accurate service.

You will collaborate with health plan clients and internal teams to ensure regulatory compliance, quality outcomes, and timely resolution of inquiries, while maintaining

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.
• Experience using operational metrics, reports, and quality audits to drive improvements.
• Strong organizational, analytical, and time-management skills.
• Excellent communication, organizational, and interpersonal skills.
• Ability to handle PHI in compliance with HIPAA.
• Ability to work independently and as part of a team.

Responsibilities

• Lead the daily operations of the Contact Center, ensuring timely resolution and First Call Resolution.
• Recruit, train, and develop staff to maintain high service standards.
• Coach and evaluate team members, monitor productivity and quality.
• Oversee investigations of complex and escalated cases with compliance.
• Monitor SLAs and performance metrics to ensure quality outcomes.
• Collaborate with internal and external partners to improve service delivery.
• Support audits and regulatory reviews and client reporting.

Skills

Communication

Leadership

Analytical skills

Time management

PHI handling

Education

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

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

Job description

Independent Living Systems (ILS) seeks a Manager, Member & Provider Services to oversee the daily operations of the contact center supporting members and providers in the healthcare and social assistance sector. You will lead a team, mentor staff, and drive continuous improvement to deliver empathetic, accurate service.

You will collaborate with health plan clients and internal teams to ensure regulatory compliance, quality outcomes, and timely resolution of inquiries, while maintaining