Director, Member Services, Call Management (Hybrid Work Schedule)

Date: Nov 27, 2022

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 7647 


Position Summary/Position


Under the direction of the Senior Director of Member Services, the Director of Member Services Call Management is responsible for the oversight and direction of the Member Service call center and personnel, ensuring a superior level of service. Developing a successful, cohesive department, including hiring staff, staff evaluations, training, coaching and team motivation, and facilitating necessary change to improve the Member’s experience with IEHP.

Major Functions (Duties and Responsibilities)


1. Ensure that IEHP members’ questions, concerns, complaints, are addressed timely and we exceed their expectations.
2. Manage and monitor operational performance of the Member Services Call Center and Department; work- flow and scheduling of staff, training and process improvement.
3. Provide summary reports for management that outline Member Service performance and outcomes.
4. Responsible to oversee the development and implementation of call center quality assurance programs to ensure MSRs are providing high quality service and documenting call activity accurately. Work with other departments to induce change to continually improve performance and exceed member expectations.
5. Develop and maintain written policies and procedures and training manuals for the Member Services functional area.
6. Work in conjunction with the Grievance Manager to ensure and monitor the flow of Member grievances/appeals to the Grievance unit.
7. Represent Member Services at IEHP Team meetings involving new program implementation and on-going operational activities – Be the voice of the Member to the company.
8. Responsible for working with Marketing and the Research and Development Departments to coordinate Member satisfaction and needs assessment surveys.
9. Maintain departmental compliance with regulatory provisions.
10. Demonstrate commitment to Team Member engagement by participating in projects/tasks/activities that promote Team Member excitement and enthusiasm for their roles, commitment to the organization, and increased effort in their work.
11. Demonstrate a commitment to LEAN by leading and  implementing a process improvement project in the business unit(s).
12. Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s).
13. Ensure TMs participate in the annual Employee Engagement Survey.   Additionally, Directors  will ensure:
    a. Understanding of overall and department/unit specific Employee Engagement Survey results
    b. Ability to use the tool kit resources provided
    c. Ability to facilitate dialogue during feedback sessions
    d. Clear understanding of expectations

Supervisory Responsibilities

Leader: Administers Hires, Terminations, and Performance Reviews

Experience Qualifications


A minimum of three years prior supervisory experience. Three or more years experience in healthcare administration. Prior experience with employee productivity measurement, experience developing/delivering training to staff level employees.

Preferred Experience


One or more years call center management preferred. Medi-Cal/managed care background desired. Prior call center experience including ACD system technology, Siemens/Rolm telephone switch experience preferred.

Education Qualifications


Bachelor's degree in business administration or health care administration from an accredited institution required.

Drivers License Required


Knowledge Requirement


Understanding and sensitivity to multi–cultural community.

Skills Requirement


Bilingual (Spanish/English) – verbal and written preferred. Word processing and spreadsheet capabilities, and data input. Excellent oral and written communication skills with strong analytical and problem solving skills. Strong interpersonal skills to effectuate change and improvements.

Abilities Requirement


Organizational ability, telephone courtesy, high degree of patience, strong problem solving capability. Ability to develop, analyze, apply applicable organizational policies and programs effectively.

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


Word processing involving computer keyboard and screens.

Work Model Location


A reasonable salary expectation is between $153,670.40  - $195,936.00, based upon experience and internal equity.


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles