Manager, Broker Services

Job Summary

The Manager, Broker Services leads a team dedicated in providing exceptional service and operational support to brokers and agencies representing L.A. Care’s Dual Special Needs Medicare Advantage (D-SNP) plans and Covered California on-exchange individual and family plans.

This position plays a critical role in advancing L.A. Care’s mission to provide access to quality, affordable healthcare for Los Angeles County residents, ensuring that brokers, as key partners in connecting members to coverage, receive timely, accurate, and compassionate support.

The Manager oversees daily phone and email operations, ensures compliance adherence with Centers for Medicare & Medicaid Services (CMS), Covered California, and Department of Managed Health Care (DMHC) requirements, and fosters a culture of excellence, collaboration, and service consistent with L.A. Care’s community-focused values.

Manages all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports. Participates and make recommendation on the department's strategic planning and/or long-term decision-making.

Duties

Lead, coach, and develop a team handling inbound and outbound calls, emails, and case escalations for Medicare and Commercial lines of business.  Set clear performance goals and monitor key metrics to ensure high-quality, timely service.  Foster a culture of accountability, empathy, and continuous improvement aligned with L.A. Care’s organizational values.  Provide coaching and professional development opportunities to strengthen staff knowledge of Medicare, D-SNP, Medi-Cal and Covered California products and regulations.  Collaborate with internal departments to ensure broker support processes are consistent, compliant, and efficient.

Ensure brokers and agencies receive a best-in-class experience that reflects L.A. Care’s commitment to service and integrity.  Oversee resolution of broker inquiries related to enrollments, commissions, certification, and product information.  Monitor trends in broker feedback to identify process or policy improvement opportunities.  Support communication of policy, product, and system updates to the broker community.  Serve as a point of escalation for complex or high-priority broker issues.

Ensure broker interactions and documentation meet all regulatory compliance requirements.  Maintain accurate and timely records of broker communications, issue resolutions, and data requests.  Partner with cross functional teams to support audit readiness and maintain operational integrity.  Participate in development and implementation of procedures and tools to enhance efficiency and compliance.

Partner with cross functional teams to align broker support with overall growth and retention goals.  Provide input on process improvements, training content, and technology enhancements supporting broker effectiveness.  Assist with the development of reports and dashboards summarizing team performance, service trends, and broker satisfaction metrics.  Contribute to broker training events, webinars, and outreach initiatives that advance awareness of L.A. Care’s mission and programs.

Manage staff, and the day-to-day activities in the department. Participate in the department budgeting process.  Responsible for scheduling, training, performance, corrective actions, mentoring, and developing team(s).  Foster a culture of transparency, continuous improvement, accountability, and shared ownership of enterprise goals.

Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval.

Responsible budgeting, and policy implementation.

Perform other duties as assigned.

Duties Continued

Education Required

Education Preferred

Experience

Required:

At least 5 years of experience in broker support, customer service operations, or health plan distribution required.

At least 3 years of supervisory or management experience leading a service or call center team.

Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.

Experience working in a managed care or nonprofit health plan environment strongly preferred.

Familiarity with CMS, Covered California, and DMHC regulations required.

Skills

Required:

Required:

Strong leadership and interpersonal skills for building relationships, fostering teamwork, and creating a positive work environment. Ability to guide and support team members.

Working knowledge of Medicare Advantage (including D-SNP) and ACA/Exchange (Covered California) programs required.

Excellent written and verbal communication abilities, including tact and professionalism in sensitive situations.

Commitment to L.A. Care’s mission of advancing health equity and access for diverse communities.

Demonstrated ability to manage multiple priorities in a fast-paced, regulatory environment.

Proficiency with CRM and call center software; advanced Microsoft Excel and reporting skills preferred.

Deep understanding of the industry, market dynamics, and organizational operations to identify opportunities and navigate challenges.

Strong ability and knowledge to analyze market trends, anticipate future changes, and develop long-term strategies that align with the company's goals.

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. 

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Required:

Ability to pass Medi-Cal Certification, and Medicare training certification within 90 days of hire.

Physical Requirements

Additional Information