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 salary
• Hybrid schedule
• 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. Lead the day-to-day functions of the Member Service Call Center
2. Ensure Member Service Representatives (MSR’s) are appropriately supervised and provided guidance, training, support related to call taking procedures, departmental goals, and expectations
3. Lead MSR’s and the supervisory teams to ensure the delivery of outstanding service to IEHP Members
4. 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
5. Accountable for daily call center operations including proper and efficient utilization of staffing to achieve organizational service and quality goals
6. Develop, review, analyze and interpret department and individual performance reports to ensure that the team is continually performing at optimum levels
7. 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
8. Lead department supervisors to achieve IEHP call center goals and regulatory expectations
9. Ensure the call center operates consistently with each supervisory team coaching to achieve both individual and team performance goals
10. Ensure consistency in personnel management including hiring, salary, and other personnel practices in coordination with the Human Resources Department
11. Exhibits commitment to continuous improvement by coaching and educating team on LEAN principles and methodology
12. Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s)

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 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

Key Qualifications

• 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

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

This position is on a hybrid work schedule. (Monday & Friday - remote, Tuesday – Thursday onsite in Rancho Cucamonga, CA.)