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Senior Director, Customer Solutions Center

Job Category:  Management/Executive
Department:  Office of CSC Excellence
Location: 

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  8488

 

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 Senior Director, Customer Solution Center, is responsible for the management and development of all aspects of the Customer Solution Center Department including, eligibility and enrollment, call center operations and member grievance and appeal resolution. The Director assures a customer-oriented culture within Customer Solution Center with emphasis on dedication to the customer, service goals, respect for individuals, highest standards of quality, innovation, and implementing policies and procedures that reflect the vision of L.A. Care. This position manages the operation of the member service center, which provides one-stop service for members needing information regarding service/benefits, assistance with problems/complaints, and access to other business-related services, and is responsible to develop and manage a team that is customer-focused and empowered to resolve problems.


The Senior Director develops annual goals and objectives for the department related to cost savings, workflow enhancement, increasing productivity, employee and member health status improvement, and detection of fraud or other payment irregularities. In addition, the Director continuously searches for, recommends and implements process improvements, taking a leadership role in fostering a quality improvement mindset among Customer Solution Center staff and management.

Duties

Works with key stakeholders to develop and implement strategies for maximizing their customer-focus.

 

Identifies data needs and helps develop and implement data systems for measuring customer needs, requests and trends.

 

Manage, monitor and analyze daily metrics and data for documentation and reporting.  Systematically improve customer service techniques and quality of care.  Implement innovations to improve the member experience while maintaining optimal productivity.

 

Develop customer service level standards and manage customer service staff to ensure adherence to these standards. Foster a culture of problem resolution.

 

Works collaboratively with Community Outreach & Education, Product Operations, and Communications & Marketing to develop and implement consistent internal and external communications.

 

Perform other duties as assigned.

Education Required

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

Education Preferred

Master's Degree

Experience

Required:
Minimum 8-10 years of customer service management experience combined with 8+ years relevant experience in customer service, state-sponsored programs, software systems, call center metrics models, and statistical analysis.

 

At least 8 years of supervisory/management experience.

 

Proven track record of quality improvement.


Management experience in leading a large customer service function in healthcare.

 

Strong computer experience in a Windows environment (Word, Excel, PowerPoint, etc.)

 

Experience in developing organizations that can effectively achieve short and long term growth and profitability objectives.

 

Experience with Process Excellence models, including Six Sigma.

Skills

Required:
Stellar communication and leadership skills.


Strong project management skills.

 

Strong computer system literacy including CRM.

 

Ability to adapt in a dynamic environment and rally staff when necessary.

 

Upbeat, motivated, aggressive management skills.

 

Ability to act with a high degree of urgency and accuracy.


 
Strong written, verbal, and interpersonal communication skills.

 

Must be highly organized with strong attention to detail.

 

Persuasion Skills: During the budget cycle, persuade Leadership that human resources are optimally deployed and/or investments in process improvements or technology are necessary.

 

Preferred:
Skilled in strategic thinking and tactical problem-solving.

 

Strong negotiation/influencing skills with the ability to manage relationships with internal and external partners in a complex business model.

 

Ability to mobilize a team around critical priorities.

 

Demonstrated ability to build a "culture of performance & winning" in every assignment.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information

Financial Impact: Payroll, Operations Expenses.

 

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: Payroll, Call Center, Public Health, Finance, Customer Service, Healthcare

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