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Description

Take on a key leadership role within an award-winning health system. Help improve patient experiences and operational efficiency with a world-class healthcare team. Take your career in an exciting new direction. You can do all this and more at UCLA Health.

As an important member of our Medicare Advantage leadership team, you will provide tactical execution and leadership for our Member and Provider Contact Center. Your passion for excellence will help ensure the delivery of best-in-class service for all new and existing members who engage with the Contact Center. This will involve managing, coaching, and developing customer service representatives to ensure results, behaviors, and culture align with our high-performance standards. You will manage operating systems and processes to meet and exceed operational targets, while ensuring compliance throughout the performance cycle. This role will be responsible for supporting the day-to-day management of the Medicare Advantage department. You will:

• Coordinate schedules to efficiently manage phone call volume

• Monitor and evaluate performance through daily remote and live monitoring (side by side) evaluations.

• Advance self-service processes related to our telephony tool

• Develop workflows, desktop procedures, forms, training materials, and protocols

• Ensure achievement of team objectives and key performance indicators

• Foster a people-first culture for both internal and external customers

Salary Range: $55,300 - $111,500 AnnuallyQualifications

We're seeking a self-motivated, detail-driven, service-oriented leader with:

• High school diploma or equivalent - college degree preferred

• Five or more years of experience working in a Healthcare contact center environment

• In-depth knowledge of Medicare Advantage program rules, regulations

• Solid leadership experience preferred

• Proven success managing a highly-engaged inbound and outbound workforce

• Strong communication, interpersonal, multi-tasking, and organizational skills

• Exceptional customer service expertise

• Computer proficiency with MS Office as well as CRM and telephony software

• Understanding of health plan processes

• Experience leading teams in a virtual/work-from-home environment

• Ability to thrive in a fast-paced and dynamic environment

• Ability to understand and impact Artificial Intelligence tools is a plus

• Commitment to maintaining the confidentiality of patient/business records

• Must be available between the hours of 8am-8pm Pacific Standard Time Monday - Friday. Some Saturdays may be required.

UCLA Health is a world-renowned health system with four award-winning hospitals and more than 270 community clinics throughout Southern California. We're also home to the world-class medical research and clinical education capabilities of the David Geffen School of Medicine. Through the efforts of our outstanding people, we have become Los Angeles' trusted provider of exceptional, compassionate patient care. If you're looking to experience greater challenge and fulfillment in your career, you can at UCLA Health.

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.