Senior Director, Member Services

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!

Under the Direction of the Vice President, Member Experience, the Senior Director, Member Services provides oversight and direct reporting authority for a Director of Member Services-Call Management, a Director of Call Center Systems-Quality and Training, and existing business analysts for the department.  Develops and standardizes contact center policies and procedures to be used departmentally within Member Services and enterprise wide as appropriate. Ensures that all contact centers achieve objectives and increase operating performance. Prepares budget, creates business plan, and solves internal issues as they arise. Identifies ways to maximize efficiency of standardized work. Ensures company policies and procedures are followed. Ensures highly productive cross functional relationships and partnerships for the benefit of the organization. Sets goals, monitors work, and evaluates contact center results to ensure that departmental and organizational objectives and operating requirements are met and are in line with the needs and mission of the organization. Ensures that all departmental policies and procedures comply with all regulatory requirements. Establishes personnel policies that support high morale, associate engagement, team member retention, staff development and growth.

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.
• Hybrid schedule.
• CalPERS retirement.
• 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

1. Coach and mentor organization team members to ensure a culture of continuous improvement while providing respect for all team members, allowing them to make decisions at the correct level in the organization and become empowered to make improvements that directly affect their daily activities.
2. Lead cross-functional (organizational) initiatives and programs from the Enterprise Strategic direction to fulfill IEHP’s Mission, Vision, Values, and other commitments.
3. Promote and practice the IEHP vision, mission, Values, LEAN principles/practices, and Strategic Commitments to all IEHP Team Members, building effective Team engagement & enterprise-wide collaboration.
4. Collaborate with the COO and other Chiefs in identifying and developing organizational goals, strategies and risk mitigation plans.
5. Lead multi-disciplinary teams and coach team leads to ensure they are equipped to manage daily operations successfully and deliver consistent performance.
6. Drive departmental strategic planning, including strategies, staffing, and budgeting, ensuring alignment with IEHP’s overarching strategy.
7. Oversee departmental operations to ensure full compliance with all applicable regulatory requirements.
8. Manage call center resource planning and scheduling processes across all contact centers to ensure optimal staffing levels and service delivery.
9. Oversee the implementation, maintenance, and optimization of call center technologies to enhance operational efficiency and service quality.
10. Partner with Contact Center Management, IT and Telecom teams to streamline processes, improve performance, and maximize customer satisfaction.
11. Lead short- and long-term forecasting efforts by ensuring that Forecasting Specialists utilize effective scheduling tools and methodologies.
12. Participate in strategic business planning to support and align with IEHP’s long-term strategic direction.
13. Manage the optimization process of agent resources to meet productivity metrics and exceed member service expectations.
14. Ensure accurate collection, validation and analysis of call center data to develop annual, quarterly, monthly and daily forecasts for staffing, call volume, email, faxes, etc. using workforce management tools and analytic software. Forecasts future contact volumes and average handling times to inform agent schedules, vacation plans and strategic workforce planning.
15. Analyze contact center performance by comparing actual results against IEHP’s objectives, campaigns and assumptions. Provide regular feedback to Executives and recommend changes based on variance and trend analysis.
16. Develop long-term objectives for all Member Services teams. Explore innovative, efficient methods for conducting quality reviews and delivering both new hire and ongoing training.
17. Hire, train, and manage support staff, while monitoring and evaluating outcomes. Conduct performance reviews of each Team Member within IEHP guidelines.
18. Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Education & Requirements 

• At least ten (10) years of progressive management and leadership experience in a managed care call center setting
• At least seven (7) years of experience in leading multi-disciplinary team and/or leading cross-functional initiative/project teams
• Previous experience with workforce and forecasting analysis utilizing industry software
• Experience in a multi-skill, multi-site call/contact center operation is required. Experience with databases and/or data manipulation
• Prior Lean and project management experience
• Demonstrated experience in high growth and ambiguous environment is preferred. Experience in an HMO, managed care setting preferred
• Bachelor's degree from an accredited institution required
  • Master’s degree from an accredited institution preferred

Key Qualifications

• Knowledge in Medi-Cal, Covered California, and Medicare Programs preferred
• Knowledgeable in call center operations including quality review and training experience
• Proficient in microcomputer applications (Microsoft Word, Excel, PowerPoint, Visio)
• Excellent written and verbal communication, interpersonal skills
• Ability to supervise and train team members
• Strong organizational skills and sound decision-making skills required
• Ability to critically review data and implement operational recommendations
• Highly organized with the ability to balance multiple projects and meet deadlines
• Ability to work independently with the ability to develop concepts into business operations
• Ability to establish and maintain effective working relationships with others
• Detailed oriented
• This role requires a high degree of patience and strong ability to lead team members through inherent interpersonal challenges
• Schedule may adjust based on business need which may include evenings, holidays, and weekends

Start your journey towards a thriving future with IEHP and apply TODAY!

This position is on a hybrid work schedule. (Mon & Fri - remote, Tues - Thurs onsite in Rancho Cucamonga, CA)