Deputy Chief, Customer Engagement and Experience

Job Summary

Reporting to the Chief Operations and Systems Integration Officer (COSIO), the Deputy Chief Customer Engagement and Experience (CE&E) serves as the executive responsible for developing and implementing an enterprise vision and strategy to reimagine the customer service model for L.A. Care. The Deputy Chief identifies and creates strategies to ensure the company has the right people, processes and technology and is responsible for directing all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports.

This position manages all aspects of L.A. Care’s customer service operations with a focus on meeting service and quality operating objectives in interacting with L.A. Care Members and Providers. Partners with member-facing departments and leads overall customer service strategy, customer service operations, vendor oversight and coordination, workforce management, and functional requirements for internal and external facing customer service technology.

The Deputy Chief provides direct oversight of the following operational functions for all lines of business (Medicaid, Medicare, Individual and PASC group): Member and Provider Contact Centers (inbound and outbound), Member Navigators and Advocates, Workforce Management, Training, Quality Monitoring, and Outsourced/Partner vendors.

The Deputy Chief partners with cross-functional leadership to ensure members and providers receive excellent service when contacting L.A. Care’s CE&E.  

Duties

Develops the strategic vision and goals for the L.A. Care (LAC) CE&E operation, including, but not limited to, policy creation, relationship management, and the development and execution of engagement activities using industry knowledge and experience.

Manages financial, project and operational performance, including budgets, enterprise KPIs, departmental metrics, personnel performance, and strategic initiative implementation, along with annual planning to meet current and future departmental and Enterprise-wide goals.

Leads management team to develop processes to redesign, improve and/or maintain optimal operational performance, achieve target financial results, ensure regulatory compliance, and enhance member/provider experience. Serves as the executive accountable for resolving escalated member and provider issues.

Ensures quality of the customer service process as well as ensure all requirements (contractual, regulatory, accreditations, all other applicable law) are followed by all associates. Work daily with CE&E management team to ensure quality of calls and performance of staff, and management team.

Develops goals, objectives and actions plans for assigned staff which includes full management responsibility for the hiring, performance reviews, salary reviews and disciplinary matters for direct reporting employees.

Perform other duties as assigned.

Duties Continued

Education Required

Education Preferred

Experience

Required:

At least 10 years of executive experience in customer service.

At least 10 years of leading staff or supervisory/management experience.

Preferred:

Executive experience within managed care or healthcare industry.

Skills

Required:

Strong leadership and performance management skills.

Demonstrated strong critical thinking and problem-solving skills to help ensure successful partnerships and department quality.

Demonstration of both qualitative and quantitative analytical skills.

Proven ability to work with a diverse group of people.

Demonstrated ability to research issues and bring about resolution either directly or with the assistance of others.

Excellent communication skills to include written, verbal and presentation.

Strong elicitation and process documentation skills.

Ability to influence, with strong business and people leadership capabilities.   Excellent interpersonal skills for building relationships, fostering teamwork, and creating a positive work environment.

Expert in Microsoft Office applications.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information