Address
Form of workSalary Range: $77,265.00 (Min.) - $100,445.00 (Mid.) - $123,625.00 (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.
Job Summary
The Senior Supervisor of Customer Solution Center is responsible for the development of a successful and cohesive unit, with a high level of productivity to achieve the department's overall performance metrics. This position provides supervision for Member Services and Provider Relations Representatives in a Call Center environment. The Senior Supervisor is responsible for hiring, training, motivating, evaluating and counseling of assigned Representatives. The Senior Supervisor ensures that Representatives provide efficient and courteous service. This position oversees overtime work and will produce accurate accounting of each representative work performance. In addition, this positions monitors the Symposium Phone System to ensure that the skill-set assignments are achieved by adequate assignment.
Duties
Supervision of day to day activities of Member Services Representatives, including but not limited to: Providing direction, Monitoring of staff performance, Handling all questions/issues raised by staff, Developing tools and procedures on training for staff, Recommending process improvement processes, Preparing and analyzing Call Center statistical reports, Monitoring of skillsets for consistency, and Ensuring quantity/quality is met for overtime.
Ensure Representatives provide accurate, timely and quality service to our members/providers. Ensure that all departmental policies, procedures and standards are being met, as well as the organization's mission. Ensure that deviations in performance are identified in advance and process changes are made to redirect performance to acceptable levels. Ensure to provide accurate, timely and professionally written, statistical and verbal reports to management for historical, current status and forecasting purposes.
Serve as a leader and role model as well as a technical and informational resource for staff and peers. Foster a culture that encourages employee contributions. Ensure to maintain an environment in which quality flourishes and recommends resources to reach new standards. Observe calls and assist Representatives with any complex issues which may result from a call. Plan, organize and supervise the activities of the Member Services Representatives. Constant review for adequate skill-set assignment, lunch and breaks.
Serve as a leader and role model as well as a technical and informational resource for staff and peers. Foster a culture that encourages employee contributions. Ensure to maintain an environment in which quality flourishes and recommends resources to reach new standards.
Increase efficiency by closely monitoring of Symposium/ACD Phone System. Analyze reports to identify trends and improve work flow processes. Ensure department compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations relating to protection of personal history information (PHI). Ensure that Representatives are meeting daily measures.
Develop and maintain positive working relationships with all business partners to ensure optimum member care and satisfaction. Ensure that prompt, accurate and excellent service are provided to internal and external customers. Ensure that other related needs of the department are raised and addressed.
Perform other duties as assigned.
Duties Continued
Education Required
Bachelor's Degree
In lieu of degree, equivalent education and/or experience may be considered.
Education Preferred
Master's Degree
Experience
Required:
At least 3-5 years of experience in customer service.
Minimum of 3 years supervisory/management experience in a health plan/health insurance customer service Call Center environment.
Equivalency:
Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.
Skills
Required:
Must have knowledge with all of products including Medicare and a good understanding of service to the disadvantaged population, seniors, or people with chronic conditions or disabilities.
Expected to work independently within the department's established guidelines, policies and procedures.
Excellent communication skills, strong analytical, coaching/mentoring skills, team building and the ability to work effectively with diverse team members.
Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers, and provide optimal customer service for internal and external customers.
Able to multitask and to streamline day to day operations, policies and procedures.
Advance PC skills including Excel and Access.
Licenses/Certifications Required
Licenses/Certifications Preferred
Required Training
Physical Requirements
Light
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
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.
Job Summary
The Senior Supervisor of Customer Solution Center is responsible for the development of a successful and cohesive unit, with a high level of productivity to achieve the department's overall performance metrics. This position provides supervision for Member Services and Provider Relations Representatives in a Call Center environment. The Senior Supervisor is responsible for hiring, training, motivating, evaluating and counseling of assigned Representatives. The Senior Supervisor ensures that Representatives provide efficient and courteous service. This position oversees overtime work and will produce accurate accounting of each representative work performance. In addition, this positions monitors the Symposium Phone System to ensure that the skill-set assignments are achieved by adequate assignment.
Duties
Supervision of day to day activities of Member Services Representatives, including but not limited to: Providing direction, Monitoring of staff performance, Handling all questions/issues raised by staff, Developing tools and procedures on training for staff, Recommending process improvement processes, Preparing and analyzing Call Center statistical reports, Monitoring of skillsets for consistency, and Ensuring quantity/quality is met for overtime.
Ensure Representatives provide accurate, timely and quality service to our members/providers. Ensure that all departmental policies, procedures and standards are being met, as well as the organization's mission. Ensure that deviations in performance are identified in advance and process changes are made to redirect performance to acceptable levels. Ensure to provide accurate, timely and professionally written, statistical and verbal reports to management for historical, current status and forecasting purposes.
Serve as a leader and role model as well as a technical and informational resource for staff and peers. Foster a culture that encourages employee contributions. Ensure to maintain an environment in which quality flourishes and recommends resources to reach new standards. Observe calls and assist Representatives with any complex issues which may result from a call. Plan, organize and supervise the activities of the Member Services Representatives. Constant review for adequate skill-set assignment, lunch and breaks.
Serve as a leader and role model as well as a technical and informational resource for staff and peers. Foster a culture that encourages employee contributions. Ensure to maintain an environment in which quality flourishes and recommends resources to reach new standards.
Increase efficiency by closely monitoring of Symposium/ACD Phone System. Analyze reports to identify trends and improve work flow processes. Ensure department compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations relating to protection of personal history information (PHI). Ensure that Representatives are meeting daily measures.
Develop and maintain positive working relationships with all business partners to ensure optimum member care and satisfaction. Ensure that prompt, accurate and excellent service are provided to internal and external customers. Ensure that other related needs of the department are raised and addressed.
Perform other duties as assigned.
Duties Continued
Education Required
Bachelor's Degree
In lieu of degree, equivalent education and/or experience may be considered.
Education Preferred
Master's Degree
Experience
Required:
At least 3-5 years of experience in customer service.
Minimum of 3 years supervisory/management experience in a health plan/health insurance customer service Call Center environment.
Equivalency:
Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.
Skills
Required:
Must have knowledge with all of products including Medicare and a good understanding of service to the disadvantaged population, seniors, or people with chronic conditions or disabilities.
Expected to work independently within the department's established guidelines, policies and procedures.
Excellent communication skills, strong analytical, coaching/mentoring skills, team building and the ability to work effectively with diverse team members.
Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers, and provide optimal customer service for internal and external customers.
Able to multitask and to streamline day to day operations, policies and procedures.
Advance PC skills including Excel and Access.
Licenses/Certifications Required
Licenses/Certifications Preferred
Required Training
Physical Requirements
Light
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)
