Customer Solution Center Even MORE Service Liaison II

Job Category:  Customer Service
Department:  Even MORE Outreach & Service
Location: 

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  4836

 

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 in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s 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.

Job Summary

The Customer Solution Center Even MORE Service Liaison II position is responsible for assisting the Supervisor in developing a successful unit that achieves the department's overall performance metrics. The position will assist with monitoring, organizing, and coaching team day-to-day. In addition, the position will also monitor SalesForce for completeness, assignment, and accurate reporting. This position serves as the subject matter expert for the execution of the member enrollment and outreach efforts for all lines of business. Leading and trouble-shooting complex issues for the Liaisons. Assuring that the team completes the enrollment and assignment outreach calls; enrollment, renewal, and disenrollment functions; Complete all Health Risk Assessments meeting all regulatory requirements and other responsibilities timely and in accordance with departmental and organizational policies and procedures.

Duties


Monitor and facilitate timely contact of members regarding all outreach and retention programs for all LOB including Welcome Calls. Completion of all Health Risk Assessment to meet all regulatory requirements. Oversee Even More Unit Team’s daily activities, including but not limited to managing workforce staffing, attendance, and performance issues. Handle raised issues/concerns by staff. Provide recommendation for process improvements. Prepare and assist with team statistical reporting. Monitor phone ACD system for skill-set staffing and consistency and ensures SalesForce CRM is functional to provide complete, accurate information. (40%)

 

Assist Supervisor in ensuring Service Reps provide accurate, timely and quality service to our members and following all departmental policies, procedures and standards are met. Assist Supervisor in identifying team performance status and process changes are made to reflect performance improvements. In addition, the Lead will also assist with special projects and campaigns that can provide feedback for membership satisfaction. Facilitate the member enrollment and assignment outreach efforts for all lines of business. (20%)

 

Assist Supervisor in providing accurate and timely reports to management. Perform Quality Assurance function for vendor outbound campaigns. Interface and collaborate with management as well as peers within and outside of the organization to address and resolve questions, elevate areas of member dissatisfaction, barriers to care, etc. and assist with identifying and implementing related process and systems improvements. (10%)

 

Assist with representing the Even MORE dept. and/or assist Supervisor as requested at meetings, on-site visits, and vendor presentations providing necessary feedback and campaign summary. (10%)

Education Required
High School Diploma/or High School Equivalency Certificate
Experience

Required:


At least 0-2 years of customer service experience in a call center environment with 0-2 years of healthcare/health plan.

Skills


Required:
Excellent written and verbal communication skills.

 

Knowledge in direct LOB (line of business) (Medi-cal, Medicare, Exchange).

 

Advance knowledge of Microsoft Office, including Word, Excel and Access. 

 

Strong understanding of L.A. Care’s LOB, internal policies & procedures, and operations.

 

Preferred:
Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.

 

L.A. Care offers a wide range of benefits including

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


Nearest Major Market: Los Angeles

Job Segment: Medical, Medicare, Call Center, Healthcare, Customer Service