Deputy Chief, Customer Engagement and Experience

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. Our 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.

About the role

Reporting to the Chief Operations and Systems Integration Officer (COSIO), the Deputy Chief Customer Engagement and Experience (CE&E) serves as the executive responsible for developing and implementing an enterprise vision and strategy to reimagine the customer service model for L.A. Care. This position manages all aspects of L.A. Care’s customer service operations with a focus on meeting service and quality operating objectives in interacting with L.A. Care Members and Providers.

The Deputy Chief provides direct oversight of the following operational functions for all lines of business (Medicaid, Medicare, Individual and PASC group): Member and Provider Contact Centers (inbound and outbound), Member Navigators and Advocates, Workforce Management, Training, Quality Monitoring, and Outsourced/Partner vendors. Partners with member-facing departments and leads overall customer service strategy, customer service operations, vendor oversight and coordination, workforce management, and functional requirements for internal and external facing customer service technology.

Responsibilities

• Develops the strategic vision and goals for the L.A. Care (LAC) CE&E operation, including policy creation, relationship management, and the development and execution of engagement activities using industry knowledge and experience.
• Manages financial, project and operational performance, including budgets, enterprise KPIs, departmental metrics, personnel performance, and strategic initiative implementation, along with annual planning to meet current and future departmental and Enterprise-wide goals.
• Leads management team to develop processes to redesign, improve and/or maintain optimal operational performance, achieve target financial results, ensure regulatory compliance, and enhance member/provider experience.
• Serves as the executive accountable for resolving escalated member and provider issues.
• Ensures quality of the customer service process as well as ensure all requirements (contractual, regulatory, accreditations, all other applicable law) are followed by all associates.
• Works daily with CE&E management team to ensure quality of calls and performance of staff, and management team.
• Develops goals, objectives and action plans for assigned staff which includes full management responsibility for the hiring, performance reviews, salary reviews and disciplinary matters for direct reporting employees.
• Performs other duties as assigned.

Requirements

• Bachelor's Degree. In lieu of degree, equivalent education and/or experience may be considered.
• At least 10 years of executive experience in customer service.
• At least 10 years of leading staff or supervisory/management experience.

Preferred Qualifications

• Executive experience within managed care or healthcare industry.

Skills

• Strong leadership and performance management skills.
• Demonstrated strong critical thinking and problem-solving skills.
• Demonstration of both qualitative and quantitative analytical skills.
• Proven ability to work with a diverse group of people.
• Demonstrated ability to research issues and bring about resolution either directly or with the assistance of others.
• Excellent communication skills to include written, verbal and presentation.
• Strong elicitation and process documentation skills.
• Ability to influence, with strong business and people leadership capabilities.
• Excellent interpersonal skills for building relationships, fostering teamwork, and creating a positive work environment.
• Expert in Microsoft Office applications.

Pay

Salary Range: $206,311.00 (Min.) - $278,520.00 (Mid.) - $350,729.00 (Max.)

Benefits

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