Apply now »

Customer Solution Center Vendor Oversight Project Manager II

Job Category:  Customer Service
Department:  Office of CSC Excellence
Location: 

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  8476

 

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.

As a condition of employment, L.A. Care requires a COVID-19 vaccine. This requirement includes our remote workforce. If you would like to request an exemption, L.A. Care has implemented a process to consider exemptions, for documented medical conditions and sincerely held religious beliefs. L.A. Care will review all exemption requests prior to proceeding with the recruitment process.

Job Summary

The Customer Solution Center Vendor Oversight Project Manager III acts as the voice of LA Care with our vendor partners. This position is responsible for the strategic planning and management of the vendor to ensure the achievement of key performance indicators through timely and consistent communications, performance data, and collaboration between the vendor and internal stakeholders. This position will provide well thought-out recommendations for enhancements, new strategies, etc. as well as related informative presentations detailing vendor performance and progress. Coordinate and facilitate monthly and quarterly operational review and related meetings, trainings, etc. with the vendor and various internal and external staff and stakeholders.

 

This position will create and facilitate the execution of project work plans, taking into account related changing needs and requirements. The position is responsible for the successful execution of key membership-related projects (including but not limited to product launches and expansions; member rights, responsibilities, assignment, outreach, and retention; vendor management, etc.), policies and procedures, and other departmental goals in support of organizational strategic initiatives. This position will collaborate with various internal and external stakeholders to prepare and maintain project documentation of procedures, proposals, deliverables, etc.; provide progress reports for the projects and help facilitate the timely completion of deliverables, requests for services, etc.; analyze and provide related project impact, trend, etc. reports.


.
Being primarily responsible for the vendor relationship, this positions will must act as a subject matter expert for and liaison between  auditors, L.A. Care management, vendors, and other relevant key staff throughout the organization to ensure compliance with organizational, regulatory, and contractual requirements and performance metrics; elevate, trouble-shoot, and resolve issues, questions, and concerns and timely secure the related corrective action plan (CAP), where appropriate; facilitate timely review, update, routing, and approval of applicable departmental policies, procedures, related documents, and payment of invoices (with allocation of costs to the appropriate department(s)); provide applicable analyses, reports, etc.; and, facilitate the request for quote (RFQ), rate adjustment, etc. processes. . This position will work closely with the Customer Solution Center Operations Director and other management staff within and outside of the department.

Duties

Serve as a subject matter expert for and liaison between the auditors, L.A. Care management, vendors, and other relevant key staff throughout the organization. Ensure compliance with organizational and regulatory requirements and performance  metrics; elevate, trouble-shoot, and resolve issues, questions, and concerns; facilitate timely review, update, routing, and approval of applicable departmental policies,  procedures, and related documents; provide applicable analyses, reports, etc.; and, strengthen vendor relations, ensure that deliverables are met timely, issues are resolved appropriately, and that the projects are as cost effective and efficient as possible.

 

Analyze and communicate on vendor performance relative to established service level agreements to optimize vendor delivery and LA Care's investments. Propose, implement and measure vendor remediation activates as appropriate and engage in the fulfillment of such. Review, modify and execute on operational procedures that accelerate the onboarding process for vendor agents within the LA Care infrastructure. Monitor and maintain vendor accounts to minimize disruptions to user access and the execution of day to day tasks.

 

Through analysis work with internal partners and the vendor to optimize and maximize the service delivery to LA Care constituents. Ensure that the vendor is kept informed of all quality, training, compliance, product and any other necessary updates to remain on par with internal practices and measures. Collaborate with various internal and external stakeholders to create and maintain project documentation of procedures, proposals, deliverables, etc. Coordinate and facilitate related meetings, trainings, etc. with various internal and external staff and stakeholders.  Provide progress reports for the projects and help facilitate the timely completion of deliverables, requests for services, etc.; Analyze and provide related project impact, trend, etc. reports.

 

Provide well thought-out recommendations for enhancements, new strategies, etc. as well as related informative presentations.

 

Perform other duties as assigned.

 

Education Required

Bachelor's Degree
In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Experience

Required:
At least 5 years experience in vendor management or at least direct supervisory experience in a call center environment with some project management experience.

 

Prefer some experience with and knowledge of the Medi-Cal, Medicare, Healthy Kids, and PASC-SEIU product lines.

Skills

Required:
Advanced computer skills (including Microsoft Excel, Word, and PowerPoint as well as customer service and membership processing systems such as MHC or QNXT).

 

Strong analytical and problem-solving skills with experience implementing operational processes.

 

Strong organizational and time-management skills.

 

Strong interpersonal, verbal, and written communication skills.

 

Strong leadership, team-building, customer service, and presentation skills.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information

 

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)

 

At L.A. Care, we value our team members’ safety. In order to keep our work locations safe, each employee is required to self-screen for symptoms prior to entering any L.A. Care location each day. L.A. Care and all of its staff are required to comply with all state and local masking orders. Therefore, when on-site at any L.A. Care location, employees are expected to wear a mask in areas where physical distancing cannot be managed.


Nearest Major Market: Los Angeles

Job Segment: Call Center Manager, Call Center Supervisor, Medicare, Call Center, Customer Service, Healthcare

Apply now »