Director, Customer Solution Call Center

Job Category: Management/Executive

Department: Customer Solution Call Center

Location:

Los Angeles, CA, US, 90017

Position Type: Full Time

Requisition ID: 9303

Salary Range: $135,136.00 (Min.) - $175,675.00 (Mid.) - $216,218.00 (Max.)

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 Solutions Call Center Director is responsible for leading the organization's call center operations. The Director ensure adequate forecasting, workforce planning management to meet 24/7/365 operations. The position ensures all call metrics for local, state, county and federal (Centers for Medicare and Medicaid Services (CMS)) are met or exceeded. This position will develop a unique and compliant service model that will achieve customer satisfaction scores (Healthcare Effectiveness Data and Information Set (HEDIS) and CMS) and increase retention per line of businesses MCLA, Planned Partners, CMS and State for Cal MediConnect and L.A. Care Covered (LACC)).

Duties

Plan, lead, organize and direct Call Center operations, including development, implementation, administration and evaluation of goals and strategies. Develop a unique and compliant service model per line of business that will achieve customer satisfaction scores (HEDIS and CMS) and increase retention per line of business (MCLA, Planned Partners, CMS and State for Cal MediConnect and LACC). Ensures all call metrics for local, state, county and federal (CMS) are met or exceeded.

Administration: Recruits, develops and manages staff to ensure successful implementation of programs and processes which enable the achievement of strategic goals. Ensure adequate forecasting, workforce planning management to meet 24/7/365 operations. Coach and develop leaders to ensure that teams are compliant and adheres to workforce planning management forecasting, strategy to appropriately staff in-house and vendor management.

Strategizes, develops implements and evaluates departmental policies and procedures and practices; explores opportunity for operational improvement. Oversees and monitors operational compliance with organizational standards, policies and procedures and regulatory requirements and recommends corrective action. Participate in local plan initiatives and new businesses.

Leads, develops and maintains effective communication mechanisms at various levels of the organization and with external organizations.

Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

Perform other duties as assigned.

Duties Continued

Education Required

Bachelor's Degree

Education Preferred

Master's Degree

In lieu of degree, equivalent education and/or experience may be considered.

Experience

Required:
A minimum 7 years experience in a call center operations in a managed care health plan setting with at least 3 years of experience in implementing process and system improvements.

A minimum of 5-7 years of supervisory/management experience.

Skills

Required:
Knowledgeable in QNXT, TRiZetto systems, Universal Desk in/outbound.

Knowledgeable in the 824 and 834 enrollment process.

Strong leadership, team-building, organization, project management, interpersonal, written and verbal communication skills.

Strong analytical, research and problem-solving and multi-tasking skills.

Consultative style, good thinker, adept at thinking through problems, identifying alternatives and helping group to arrive at appropriate solutions.

Proficiency with Microsoft Office suite of products.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

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, it's expected that all employees wear a mask in areas where physical distancing cannot be managed.