Supervisor, Member Services

Inland Empire Health Plans; Rancho Cucamonga (CA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

State of the art fitness center on‑sit

Medical Insurance with Dental and V is

Job summary

Inland Empire Health Plans (IEHP) in Rancho Cucamonga is seeking a Supervisor, Member Services to oversee the day-to-day operations of a Member Experience team. This role drives quality service, recruitment, onboarding, mentoring, and performance monitoring, ensuring adherence to policies and regulatory requirements.

The supervisor will foster LEAN culture and collaborate with leaders to meet IEHP’s call center objectives, maintaining up-to-date training materials and disseminating timely state

Qualifications

• Two years of experience working directly with Medicare/Medi-Cal Members; prior call center supervision.
• Three or more years of healthcare call center experience in a health care delivery setting.
• Experience in an HMO, Managed Care environment; Dual Choice Product and/or Medicare and Medi-Cal practices.
• High School diploma or GED; Bachelor's degree preferred.
• Prior call center supervisory/lead capacity.
• Experience working directly with Medicare or Medi-Cal members in a call center environment is a plus.
• Knowledge of Dual Choice Product and/or Medicare/Medi-Cal product lines and programs; medical terminology.

Responsibilities

• Oversee day-to-day operations of inbound/outbound Member Experience team.
• Assist with recruitment, onboarding, mentoring/coaching, and performance monitoring of Team Members.
• Ensure adherence to policies, quality standards, and regulatory requirements.
• Foster a LEAN culture and encourage team innovation and development.
• Coordinate dissemination of state and internal updates to the team.

Skills

Communication skills

Public speaking

Team supervision

Mentorship

Multitasking

Bilingual Spanish/English

Education

High School diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Word

Microsoft Excel

Verint

ADP

Cisco Finesse

Cisco Jabber

Job description

What you can expect!

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to anauthentic experience!

Reporting to the Manager, Call Center, the Supervisor, Member Services oversees the day-to-day operations of an inbound and/or outbound Member Experience team. This role drives best-in-class member service by assisting with recruitment, onboarding, mentoring/coaching, and monitoring performance of Team Members. This role ensures adherence to policies, quality-assurance standards, and regulatory requirements. The supervisor fosters a LEAN culture within the organization, encourages Team Member innovation and development and collaborates with departmental leaders to achieve IEHP’s overall service and call center objectives. The incumbent maintains up-to-date training and operational materials, in addition to coordinating timely dissemination of state and internal updates to their team.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

Education & Experience

• Two (2) years of experience working directly with Medicare/Medi-Cal Members required. Prior call center supervision required
• Three (3) or more years of healthcare call center experience working in a health care delivery setting
• Experience in an HMO, Managed Care environment. Experience with Dual Choice Product and/or Medicare and Medi-Cal business practices
• High School diploma or GED required
  • Bachelor’s degree from an accredited institution preferred
• Prior call center supervisory/lead capacity required
  • Experience working directly with Medicare or Medi-Cal members in a call center environment a plus
• Strong knowledge and understanding of:
  • Dual Choice Product and/or Medicare and Medi-Cal product lines and programs
  • Medical terminology
  • Becoming familiar with Team Members’ learning styles and thought processes to become more effective with conveying new processes and coaching opportunities
  • Mentorship approaches ensuring individual growth and well-roundedness

Key Qualifications

• • Knowledgeable in IEHP product lines and programs preferred
  • Bilingual (Spanish/English) – preferred
• Proficient in microcomputer applications (Microsoft Word, Excel)
• Excellent written, verbal communication, and interpersonal skills
• Strong organizational skills and sound decision-making skills required
• Ability to establish and maintain effective working relationships with others, ability to supervise and train Team Members
• Ability to balance multiple projects while ensuring deadlines are met
• Detailed oriented
• Motivational and interpersonal skills are required with an emphasis on superior service. Expertise in utilization of all call center systems including Verint, ADP, Cisco Finesse, telephones, and Cisco Jabber
• Public Speaking skills to conduct meetings, train, and develop staff
• Interview skills