• Medicare Advantage - Contact Center Supervisor

    UCLA Health (Los Angeles, CA)


    Description

    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

     

    Note: The schedule for this role is Monday-Friday 8:00am-8:00pm PST, including weekends and holidays as needed.

     

    Salary Range: $59,100-$114,300/annually

    Qualifications

    We're seeking a detail-oriented,

    interpersonal individual with:

    + High school diploma and/or equivalent experience

    + A college degree is preferred

    + Proficiency with CRM and telephony software required, preferably in Epic Tapestry

    + Working knowledge of Medicare Advantage program rules, regulations, preferred

    + Working knowledge of health plan processes such as eligibility verification and health plan benefit integration, preferred

    + Experience leading teams in a virtual environment

    + Exceptional customer service expertise

    + Strong attention to detail and organizational skills

    + Ability to assist in hiring and onboarding new employees

    + Proficient computer skills including working knowledge of Microsoft Excel, PPT, and Word

     

    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.