Manager, Call Center

Inland Empire Health Plan•Rancho Cucamonga, CA

2d•$104,042 - $137,842•Hybrid

About The Position

Oversees daily call center operations using call systems and technologies to maximize efficiency and cost effectiveness. Provides daily leadership and motivates staff to provide excellent customer service. Develops strategies, sets objectives, and analyzes call center metrics to ensure organizational goals are achieved. This position is responsible for maintaining high level customer quality while complying to regulatory standards. Fosters a LEAN culture within the organization, encourages innovation, drives Team Member development, and may lead department and/or interdepartmental projects. 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.

Requirements

Three (3) years direct experience in a Health Care or call center operations with supervisory experience in member, customer service, or call center operations environment
Experience in managing high-volume cross functional customer contact inquiry operations preferred
Bachelor’s degree from accredited institution required
In lieu of the required degree, a minimum of eight (8) years of additional relevant work experience is required for this position
This experience is in addition to the minimum years listed in the Experience Requirements above
Strong knowledge of Medi-Cal/Medicare managed health care preferred
Knowledge of service delivery in a call center environment
Knowledge of Managed Care Operational systems and procedures
Knowledge of Regulatory requirements related to Member Services
Proven leadership and management skills
Excellent verbal and written communication skills
Proficient utilizing Microsoft Office Suite and CRM systems
Excellent problem-solving skills
Ability to coach and mentor others
Ability to communicate across all levels of management
Ability to establish and maintain effective working relationships
Ability to prioritize projects and resources

Nice To Haves

Experience in managing high-volume cross functional customer contact inquiry operations

Responsibilities

Lead the day-to-day functions of the Member Service Call Center
Ensure Member Service Representatives (MSR’s) are appropriately supervised and provided guidance, training, support related to call taking procedures, departmental goals, and expectations
Lead MSR’s and the supervisory teams to ensure the delivery of outstanding service to IEHP Members
Develops and implements operational practices and interfaces with internal IEHP departments to ensure Member’s care is delivered in a service-oriented manner and according to IEHP benefits, policies, and procedures. Continually identifies opportunities for process improvement, service opportunities and member retention
Accountable for daily call center operations including proper and efficient utilization of staffing to achieve organizational service and quality goals
Develop, review, analyze and interpret department and individual performance reports to ensure that the team is continually performing at optimum levels
Strong coaching, motivational and interpersonal skills are required with an emphasis on service Through demonstrated individual performance, the Call Center Manager shall promote the highest standards of ethical and professional conduct to lead team members by example
Lead department supervisors to achieve IEHP call center goals and regulatory expectations
Ensure the call center operates consistently with each supervisory team coaching to achieve both individual and team performance goals
Ensure consistency in personnel management including hiring, salary, and other personnel practices in coordination with the Human Resources Department
Exhibits commitment to continuous improvement by coaching and educating team on LEAN principles and methodology
Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s)