Supervisor, Contact Center

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

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.

Responsibilities

• Supervise day-to-day activities of Member Services and Provider Relations Representatives, including providing direction, monitoring staff performance, and handling questions/issues raised by staff.
• Develop tools and procedures for training staff, recommend process improvements, and prepare/analyze call center statistical reports.
• Monitor skillsets for consistency and ensure quantity/quality metrics for overtime are met.
• Ensure 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 training and cross-training of staff, including job aids and departmental/organizational policies.
• Maintain positive working relationships with business partners to ensure optimum member care and satisfaction.
• Mentor, coach, and provide feedback on performance of assigned staff; serve as a leader and role model.
• Observe calls and assist representatives with complex issues.
• Plan, organize, and supervise activities of Member Services Representatives, including skill-set assignment, lunch, and breaks.
• Monitor the CISCO Phone System to increase efficiency and analyze reports to identify trends and improve workflow processes.
• Ensure telephone and correspondence responses comply with departmental, organizational, 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 HIPAA regulations related to protection of personal health information (PHI).
• Perform other duties as assigned.

Requirements

• Associate's Degree (or equivalent education/experience).
• 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.
• Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.

Skills

• Knowledge of all products, including Medicare, and a good understanding of service to disadvantaged populations, seniors, or people with chronic conditions/disabilities.
• Ability to work independently within established guidelines, policies, and procedures.
• Excellent communication, analytical, coaching/mentoring, and team-building skills.
• Ability to troubleshoot problem areas, handle irate callers, and provide optimal customer service.
• Advanced PC skills, including Excel and Access.
• Knowledge of medical terminology and prior ACD experience.
• Bilingual in one of L.A. Care Health Plan’s threshold languages (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese) is highly desirable.

Pay

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

Benefits

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