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:
11178Salary 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.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.The Lead Customer Solution Center Service Representative is responsible for the development of a successful and cohesive Call Center unit, achieving high levels of productivity and member satisfaction. Responsibilities include assisting Call Center Supervisors with the supervision of Member Services Representatives, monitoring performance, coaching, mentoring, and ensuring optimal customer service.Duties
Leadership of day-to-day activities of Member Services Representatives, including direction, performance monitoring, and handling staff questions/issues.Preparing and analyzing call center statistical reports and ensuring quality standards are met.Training and motivating staff, overseeing daily office workflow, and recommending process enhancements.Working with training staff to identify ongoing training needs and integrating performance expectations.Collaborating with management to review performance and quality standards and assist with incentive programs.Ensuring front line service personnel capture information and provide feedback for process improvement.Representing the department at meetings and providing feedback as requested.Ensuring compliance with HIPAA regulations relating to protected health information (PHI).Maintaining attendance expectations.Performing other duties as assigned.Education Required
Associate's DegreeExperience
Required:
At least 0-2 years of customer service experience with 6 months-1 year 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 proficiency.Excellent written and verbal communication skills.Strong analytical, coaching, mentoring, and team-building skills.Ability to work effectively with diverse team members.Flexibility with time and ability to work overtime, including weekends.Multitasking and streamlining day-to-day operations skills.Advanced PC skills, including Excel and Access.Preferred:
Bilingual in one of LA Care Health Plan’s threshold languages is highly desirable.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 Program
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Job Category:
Customer ServiceDepartment:
Customer Solution Call CenterLocation:
Los Angeles, CA, US, 90017Position Type:
Full TimeRequisition ID:
11178Salary 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.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.The Lead Customer Solution Center Service Representative is responsible for the development of a successful and cohesive Call Center unit, achieving high levels of productivity and member satisfaction. Responsibilities include assisting Call Center Supervisors with the supervision of Member Services Representatives, monitoring performance, coaching, mentoring, and ensuring optimal customer service.Duties
Leadership of day-to-day activities of Member Services Representatives, including direction, performance monitoring, and handling staff questions/issues.Preparing and analyzing call center statistical reports and ensuring quality standards are met.Training and motivating staff, overseeing daily office workflow, and recommending process enhancements.Working with training staff to identify ongoing training needs and integrating performance expectations.Collaborating with management to review performance and quality standards and assist with incentive programs.Ensuring front line service personnel capture information and provide feedback for process improvement.Representing the department at meetings and providing feedback as requested.Ensuring compliance with HIPAA regulations relating to protected health information (PHI).Maintaining attendance expectations.Performing other duties as assigned.Education Required
Associate's DegreeExperience
Required:
At least 0-2 years of customer service experience with 6 months-1 year 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 proficiency.Excellent written and verbal communication skills.Strong analytical, coaching, mentoring, and team-building skills.Ability to work effectively with diverse team members.Flexibility with time and ability to work overtime, including weekends.Multitasking and streamlining day-to-day operations skills.Advanced PC skills, including Excel and Access.Preferred:
Bilingual in one of LA Care Health Plan’s threshold languages is highly desirable.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 Program
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