L.A. Care Health Plan
Lead Customer Solution Center Service Representative
L.A. Care Health Plan, Los Angeles, California, United States, 90079
Lead Customer Solution Center Service Representative
Job Category:
Customer ServiceDepartment:
Customer Solution Call CenterLocation:
Los Angeles, CA, US, 90017Position Type:
Full TimeRequisition ID:
11754Salary Range:
$55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (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, ensuring they receive 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.The Lead Customer Solution Center Service Representative is responsible for the development of a successful and cohesive Call Center unit, achieving the department's overall performance metrics and member satisfaction. This role includes assisting Call Center Supervisors with the supervision of Member Services Representatives by closely monitoring performance, coaching, mentoring, and ensuring optimal customer service.Duties
Leadership of day-to-day activities of Member Services Representatives, including providing direction, monitoring staff performance, handling questions/issues raised by staff, recommending process improvements, and preparing and analyzing call center statistical reports.Trains and motivates staff, ensuring appropriate service standards are developed and maintained, overseeing daily office workflow, and recommending enhancements to processes and procedures.Work with training staff to ensure training practices support staffing and performance standards, identifying ongoing training needs, and integrating training and performance expectations.Collaborate with management to review performance and quality standards, assisting in the development and implementation of incentive and motivational programs.Ensure front-line service personnel capture information and provide feedback to Supervisors for product and process improvement.Represent the Department at meetings and assist Supervisors as needed.Ensure department compliance with HIPAA regulations relating to protected health information (PHI).Maintain attendance expectations.Perform other duties as assigned.Education Required
Associate's DegreeExperience
Required:
At least 2 years of customer service experience, and at least 6 months of lead experience in a health plan/healthcare customer service call center environment.Preferred:
Experience working with disadvantaged populations, Covered California, and Cal MediConnect.Skills
Required:
Knowledge in direct line of business, medical terminology, excellent written and verbal communication skills, strong analytical and coaching/mentoring skills, team building, ability to work effectively with diverse team members, troubleshoot problem areas, and provide optimal customer service.Must be flexible with time, able to work overtime including weekends, multitask, and streamline day-to-day operations.Must have advanced PC skills including Excel and Access.Preferred:
Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable.Licenses/Certifications Required
Licenses/Certifications Preferred
Required Training
Physical Requirements
LightAdditional 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 ReimbursementRetirement PlansMedical, Dental, and VisionWellness ProgramNearest Major Market:
Los AngelesJob Segment:
Call Center Representative, Customer Service Representative, Call Center, Customer Service
#J-18808-Ljbffr
Job Category:
Customer ServiceDepartment:
Customer Solution Call CenterLocation:
Los Angeles, CA, US, 90017Position Type:
Full TimeRequisition ID:
11754Salary Range:
$55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (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, ensuring they receive 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.The Lead Customer Solution Center Service Representative is responsible for the development of a successful and cohesive Call Center unit, achieving the department's overall performance metrics and member satisfaction. This role includes assisting Call Center Supervisors with the supervision of Member Services Representatives by closely monitoring performance, coaching, mentoring, and ensuring optimal customer service.Duties
Leadership of day-to-day activities of Member Services Representatives, including providing direction, monitoring staff performance, handling questions/issues raised by staff, recommending process improvements, and preparing and analyzing call center statistical reports.Trains and motivates staff, ensuring appropriate service standards are developed and maintained, overseeing daily office workflow, and recommending enhancements to processes and procedures.Work with training staff to ensure training practices support staffing and performance standards, identifying ongoing training needs, and integrating training and performance expectations.Collaborate with management to review performance and quality standards, assisting in the development and implementation of incentive and motivational programs.Ensure front-line service personnel capture information and provide feedback to Supervisors for product and process improvement.Represent the Department at meetings and assist Supervisors as needed.Ensure department compliance with HIPAA regulations relating to protected health information (PHI).Maintain attendance expectations.Perform other duties as assigned.Education Required
Associate's DegreeExperience
Required:
At least 2 years of customer service experience, and at least 6 months of lead experience in a health plan/healthcare customer service call center environment.Preferred:
Experience working with disadvantaged populations, Covered California, and Cal MediConnect.Skills
Required:
Knowledge in direct line of business, medical terminology, excellent written and verbal communication skills, strong analytical and coaching/mentoring skills, team building, ability to work effectively with diverse team members, troubleshoot problem areas, and provide optimal customer service.Must be flexible with time, able to work overtime including weekends, multitask, and streamline day-to-day operations.Must have advanced PC skills including Excel and Access.Preferred:
Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable.Licenses/Certifications Required
Licenses/Certifications Preferred
Required Training
Physical Requirements
LightAdditional 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 ReimbursementRetirement PlansMedical, Dental, and VisionWellness ProgramNearest Major Market:
Los AngelesJob Segment:
Call Center Representative, Customer Service Representative, Call Center, Customer Service
#J-18808-Ljbffr