Manager, Call Center

Date: Nov 18, 2021

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 6393 


Position Summary/Position


Oversees daily call center operations using call systems and technologies to maximize efficiency and cost effectiveness. Provides daily leadership and motivates staff to provide excellent customer service. Develops strategies, sets objectives, and analyzes call center metrics to ensure organizational goals are achieved. This position is responsible for maintaining high level customer quality while complying to regulatory standards. Fosters a LEAN culture within the organization, encourages innovation, drives Team Member development and may lead department and/or interdepartmental projects.

Major Functions (Duties and Responsibilities)


1. Lead the day-to-day functions of the Member Service Call Center. 
2. Ensure Member Service Representatives (MSR’s) are appropriately supervised and provided guidance, training, support related to call taking procedures, departmental goals and expectations. In-person contact with Members occasionally required.
3. Lead MSR’s and the supervisory teams to ensure the delivery of outstanding service to IEHP Members.
4. Develops and implements operational practices and interfaces with internal IEHP departments to ensure Member’s care is delivered in a service-oriented manner and according to IEHP benefits, policies and procedures. Continually identifies opportunities for process improvement, service opportunities and member retention.
5. Accountable for daily call center operations including proper and efficient utilization of staffing to achieve organizational service and quality goals.
6. Develop, review, analyze and interpret department and individual performance reports to ensure that the team is continually performing at optimum levels.
7. Strong coaching, motivational and interpersonal skills are required with an emphasis on service. Through demonstrated individual performance, the Call Center Manager shall promote the highest standards of ethical and professional conduct to lead team members by example.
8. Lead department supervisors to achieve IEHP call center goals and regulatory expectations.
9. Ensure the call center operates consistently with each supervisory team coaching to achieve both individual and team performance goals.
10. Ensure consistency in personnel management including hiring, salary and other personnel practices in coordination with the Human Resources Department.
11. Exhibits commitment to continuous improvement by coaching and educating team on LEAN principles and methodology.
12. Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s).

Supervisory Responsibilities

Leader: Administers Hires, Terminations, and Performance Reviews

Experience Qualifications


Three (3) years direct experience in a Health Care or call center operations with supervisory experience in member, customer service, or call center operations environment.

Preferred Experience


Experience in managing high-volume cross functional customer contact inquiry operations preferred.

Education Qualifications


Bachelor’s degree from accredited institution required.

In lieu of degree, equivalent experience will be considered; an additional (8) years of experience in a health care customer service environment.

Drivers License Required


Knowledge Requirement


Strong knowledge of Medi-Cal/Medicare managed health care preferred. Knowledge of service delivery in a call center environment. Knowledge of Managed Care Operational systems and procedures. Knowledge of Regulatory requirements related to Member Services.

Skills Requirement


Proven leadership and management skills. Excellent verbal and written communication skills. Proficient utilizing Microsoft Office Suite and CRM systems. Excellent problem-solving skills.

Abilities Requirement


Ability to coach and mentor others. Ability to communicate across all levels of management. Ability to establish and maintain effective working relationships. Ability to prioritize projects and resources.

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.

Physical Requirements

Keyboarding: Traditional - FREQUENTLY
Use of computer mouse - FREQUENTLY
Hearing: One-on-One - FREQUENTLY
Hearing: In a group - FREQUENTLY
Hearing: Over the Telephone/Cell Phone - FREQUENTLY
Hearing: Conference Speakers/Video Calls/Radio Calls - FREQUENTLY
Communicate: Information/ideas verbally - FREQUENTLY
Communicate: Verbally engage with customer base - FREQUENTLY
Communicate: Give instructions, advise, warn, instruct - FREQUENTLY
Near Visual Acuity - CONSTANTLY
Develop and maintain positive work relationships - CONSTANTLY
Adaptability: rate of change in work tasks - CONSTANTLY
Regular contacts: co-workers, supervisor - FREQUENTLY
Decision-making - FREQUENTLY
Lead/Influence Others - FREQUENTLY
Work review - FREQUENTLY
Rapid Pace of work - FREQUENTLY
Control of work pace - FREQUENTLY
Problem Solving - FREQUENTLY
Understand and follow direction - FREQUENTLY
Regular and reliable attendance - CONSTANTLY


Starting Salary: $97,843.20  - $124,758.40  

Pay rate will commensurate with experience


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 6,000 and a team of more than 2,000 employees, IEHP provides quality, accessible healthcare services to more than 1.2 million members. And our mission and core 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 retirement plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles