Supervisor, Contact Center

L.A. Care Health Plan; Lancaster (CA); On-site; USD 67,000 - 107,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Tuition Reimbursement

Retirement Plans

Medical, Dental and Vision

Wellness Program

Job summary

L.A. Care Health Plan in Los Angeles, CA, is seeking a Supervisor, Contact Center to lead a productive team focused on member satisfaction and performance metrics. You will hire, coach, train and motivate staff, ensuring quality service and adherence to procedures.

The role emphasizes supervisory responsibilities, process improvement, and cross-training of staff, with a strong emphasis on HIPAA and regulatory compliance within a busy call center environment.

Qualifications

• At least 4 years of customer service experience.
• At least 1 year of leading process, program, or staff or supervisory experience in a customer service environment.
• Equivalency: Completion of the L.A. Care Management Certificate Training Program may substitute for supervisory/management experience.

Responsibilities

• Supervision of day to day activities of Member Services and Provider Relations Representatives, including direction, monitoring of staff performance and skillsets for consistency and improvement.
• Develop tools and procedures for staff training and cross-training.
• Prepare and review daily unit quality reports and analyze data for improvements.
• Develop training materials, job aids and department policies.
• Monitor automation and technology like the CISCO Phone System to improve workflow.

Skills

Customer service

Coaching

Communication skills

Analytical

Excel

Access

Multitasking

Education

Associate's Degree

Bachelor's Degree

Tools

NICE system

Cisco Phone System

Job description

Select how often (in days) to receive an alert:

Job Category: Customer Service

Department: Engagement & Experience Contact Center

Location: Los Angeles, CA, US, 90017

Position Type: Full Time

Requisition ID: 13229

Salary Range: $67,186.00(Min.) - $87,342.00(Mid.) - $107,498.00(Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low‑income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.
Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low‑income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Supervisor, Contact Center is responsible for the development of a successful and cohesive Contact Center unit, with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member satisfaction.

The position supervises all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports.

Duties

Supervision of day to day activities of Member Services and Provider Relations Representatives, including but not limited to: Providing direction, monitoring of staff performance and skillsets for consistency and improvement for all line of business. Handling all questions/issues raised by staff. Developing tools and procedures on training of staff. Recommending process improvement processes. Preparing and analyzing call center statistical reports. Monitoring of skillsets for consistency. Ensuring quantity/ quality is met for overtime. Ensures staff utilizes the NICE system to conduct target audits on incoming call activity and overtime activity. Prepare and review daily unit quality reports, analyze data and submit recommendations for improvements. Develop tools and procedures for the training and cross‑training of staff, including but not limited to job aids and departmental and organizational policies and procedures.

Develop and maintain a positive working relationship with all business partners to ensure optimum member care and satisfaction. Responsible for the daily workflow and leading the work of assigned staff. This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff.

Serve as a leader and role model as well as a technical and informational resource for staff and peers. Foster a culture that encourages employee contributions. Observe calls and assist representatives with any complex issues which may result from a call. Plan, organize and supervise the activities of the Member Services Representatives. Constant review of adequate skill‑set assignment, lunch and breaks.

Increase efficiency by closely monitoring the CISCO Phone System. Analyze reports to identify trends and improve workflow processes.

Ensure telephone and correspondence responses comply with departmental, organization and regulatory agency requirements. Ensure all L.A. Care phone lines, IVR, ACD, MHC, MEIS and QMEIS systems are functioning properly for the Call Center.

Ensure department compliance with regards to Health Insurance Portability and Accountability Act (HIPAA) regulations related to protection of personal history information. (PHI).

Perform other duties as assigned.

Education Required

Associate's Degree

In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Bachelor's Degree

Experience

Required:

At least 4 years of customer service experience.

At least 1 year of leading process, program, or staff or supervisory experience in a customer service environment.

Equivalency:

Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.

Skills

Required:

Must have knowledge with all of products including Medicare and a good understanding of service to the disadvantaged population, seniors, or people with chronic conditions or disabilities.

Expected to work independently within the department's established guidelines, policies and procedures.

Excellent communication skills, strong analytical, coaching/mentoring skills, team building and the ability to work effectively with diverse team members.

Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers, and provide optimal customer service for internal and external customers.

Able to multitask and to streamline day to day operations, policies and procedures.

Advance PC skills including Excel and Access.

Knowledgeable in medical terminology and have prior ACD experience.

Preferred:

Bilingual in one of LA Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Light

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

L.A. Care offersa wide range of benefits including

• Paid Time Off (PTO)
• Tuition Reimbursement
• Retirement Plans
• Medical, Dental and Vision
• Wellness Program

Nearest Major Market: Los Angeles
Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Medicare, Customer Service, Healthcare