Manager, Call Center

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 an authentic experience! 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. 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 salaryHybrid scheduleState of the art fitness center on-siteMedical Insurance with Dental and VisionLife, short-term, and long-term disability optionsCareer advancement opportunities and professional developmentWellness programs that promote a healthy work-life balanceFlexible Spending Account – Health Care/ChildcareCalPERS retirement457(b) option with a contribution matchPaid life insurance for employeesPet care insurance Education & 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 environmentExperience in managing high-volume cross functional customer contact inquiry operations preferredBachelor’s degree from accredited institution requiredIn lieu of the required degree, a minimum of eight (8) years of additional relevant work experience is required for this positionThis experience is in addition to the minimum years listed in the Experience Requirements above Key Qualifications Strong knowledge of Medi-Cal/Medicare managed health care preferredKnowledge of service delivery in a call center environmentKnowledge of Managed Care Operational systems and proceduresKnowledge of Regulatory requirements related to Member ServicesProven leadership and management skillsExcellent verbal and written communication skillsProficient utilizing Microsoft Office Suite and CRM systemsExcellent problem-solving skillsAbility to coach and mentor othersAbility to communicate across all levels of managementAbility to establish and maintain effective working relationshipsAbility to prioritize projects and resources Start your journey towards a thriving future with IEHP and apply TODAY! Pay Range $104,041.60 USD Annually - $137,841.60 USD Annually