Service Center Operations Chief

Covered California; California; On-site; USD 120,000 - 180,000; Full time

Job summary

Covered California is seeking a Service Center Operations Chief to lead a large, high-volume service center and its supervisory team. The role focuses on managing operations, ensuring service levels, and guiding process improvements in response to health plan options and customer inquiries.

The ideal candidate brings extensive leadership experience in public health or health care operations, a track record of coaching staff, and a knack for implementing data-driven strategies to improve outcomes

Qualifications

• Five or more years of progressively responsible experience managing or leading high-volume service-center, call-center, public health, health care, insurance, or comparable consumer-service operations.
• Five or more years of direct supervision or formal staff leadership, including coaching and development, workload assignment, performance management, conflict resolution, and employee accountability.
• Three or more years of experience managing complex, high-volume workloads involving prioritization, service levels, quality, productivity, escalations, complaints, appeals, grievances, or complex case resolution.
• Three or more years of experience developing or revising procedures, task guides, training materials, or process improvements based on policy changes, operational needs, quality findings, or data trends.
• Two or more years of experience using workload, quality, performance, customer relationship management, workforce-management, or comparable data to identify trends, make recommendations, improve outcomes, and communicate changes across teams.

Responsibilities

• Manage and oversee operational activities of a specified Service Center with multiple supervisory levels and hundreds of staff.
• Ensure adherence to service levels, quality standards, and policy requirements; drive improvements and resolve escalations.

Skills

People leadership

High-volume operations

Performance management

Procedures development

Data-driven decision making

Job description

At Covered California, we’re working to improve the health of all Californians by assuring their access to affordable, high-quality health care. Join us in an organization where you can make a difference!

As the Service Center Operations Chief, you will be responsible for the management and operational activities of a specified Service Center consisting of Supervisors I (SUP I), subordinate Supervising Program Technicians III (SPT III) and 300-400 Program Technicians III, II, (PTs) who act as Service Center Agents responsible for responding to the initial customer service contact via the Automated Call Distribution System (ACDS) in response to health insurance plans and options. Service Center Managers and Service Center Agents are situated at various locations. Service Center Managers supervise a large group of technical staff in a well-defined and established Covered California function, through subordinate supervisors. In addition, the Supervisor II has responsibility for a complex operation that is central to Covered California’s primary mission.

Qualifications We’re Looking For:

• Five or more years of progressively responsible experience managing or leading high-volume service-center, call-center, public health, health care, insurance, or comparable consumer-service operations, including work involving confidential or protected health information.
• Five or more years of direct supervision or formal staff leadership, including coaching and development, workload assignment, performance management, conflict resolution, and employee accountability.
• Three or more years of experience managing complex, high-volume workloads involving prioritization, service levels, quality, productivity, escalations, complaints, appeals, grievances, or complex case resolution.
• Three or more years of experience developing or revising procedures, task guides, training materials, or process improvements based on policy changes, operational needs, quality findings, or data trends.
• Two or more years of experience using workload, quality, performance, customer relationship management, workforce-management, or comparable data to identify trends, make recommendations, improve outcomes, and communicate changes across teams.

Employee Benefits:

Covered California provides incredible benefits for our employees, including healthcare, retirement and savings, work-life services, leave benefits, and work-life balance. To learn more, visit https://hbex.coveredca.com/careers/benefits/.

Note:

• New to state civil service employees are typically hired at the minimum of the salary range