Supervisor, Member Services

Date: Sep 30, 2021

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 5975 


Position Summary/Position


Responsible to lead the day-to-day Medi-Cal operations. Assists in hiring and onboarding of Team Members, monitors performance and mentoring to cultivate the knowledge and skills to provide best in class service. Ensures adherence to policies, quality assurance and regulations.  The Call Center Supervisor collaborates with other departmental leaders to achieve IEHP overall service and call center goals. Fosters a LEAN culture within the organization and encourages innovation and Team Member development.

Major Functions (Duties and Responsibilities)


1.Supervise all aspects of day to day operations of a Member Services team and assist in supporting the MSR Team. Ensure daily inquiries/issues received by the Member Services Call Center are answered in a timely, knowledgeable and efficient manner to achieve 5 Star Service and call center goals. Address Member’s issues and assist with escalated calls from Senior or MSR.
2.In this role, Supervisor will oversee the performance of Member Services team to ensure training materials, job resources and operational processes are in place and updated as appropriate. Work with internal resources to develop updated job resources and deliver training as needed.  In addition, continue to identify and develop lean processes to be more efficient and successful with call center day to day duties.
3.Engage and develop Member Services Representatives (MSRs) for their continued success as both an MSR and departmental Team Member. Identify and provide development opportunities to maximize MSR performance. Use a mentorship approach to ensure individual growth and well-roundedness of MSR. Be a listening ear and strengthen communication between MSR and Management.  Listen for new ideas from the front-line staff MSR and provide mentorship in how to deliver a suggestion to change process in a professional manner.  When an idea is not of beneficial means to IEHP, Supervisor must be able to provide explanation and promote challenge thinking for MSR to see all angles of perception.
4.Ensure performance feedback with departmental goals and expectations are consistently being presented to MSRs in different formats or approaches to evoke learning and implementation by MSR.  Schedule and conduct MSR call audits and provide feedback findings to internal resources to identify training opportunities.  Supervisor are to have frequent discussions and create a dialogue to familiarize themselves with each of their MSR’s way of learning and thought processes to become more effective with conveying new processes, coaching opportunities, etc.  This will develop the MSR professionally.
5.Expertise in utilization of all call center systems including Verint, ADP, Cisco Finesse, Argus, telephones, Cisco Jabber, Jive, Excel, Microsoft Word, Power Point, Public Speaking, conduct meeting, train and develop staff. In addition, interview skills for prospective MSR candidates, etc.
6.Responsible for attending and actively participating in internal meetings, as well as, provide feedback to ensure the Call Center Management team stays current and consistent on Call Center operational regulations, expectations and practices.  Active participation includes adding substance to discussions, sharing new ideas, personal perspectives, and examples, or relevant follow-up questions.  Ensure that deliverables from meetings final decisions are delivered out and explained to the MSR team in a timely efficiently professional manner with integrity.
7.Initiate contact with Member Services management on complex issues and complete follow through with Member or Team Member until the issue is resolved.  Through resolution process, take the opportunity to learn and find lean processes to improve Member experience.
8.Responsible to stay current on all IEHP LOB regulations as it relates to call center operations and ensure call center practices are put in place to meet expected service goals.
9.The supervisor is expected to develop, review, analyze and interpret department and individual performance reports to ensure that team is continually performing at optimum levels. Assess for trends or results that require intervention or re-direction of Department activities or processes.

Supervisory Responsibilities

Leader: Administers Hires, Terminations, and Performance Reviews

Experience Qualifications


Two (2) years experience working directly with Medicare or Medi-Cal Members.

Preferred Experience


Experience working directly with Medicare or Medi-Cal Members in a call center environment a plus. Prior call center supervision preferred. 

Education Qualifications


High school diploma or GED required.

Preferred Education


Bachelor’s degree from an accredited institution preferred.

Drivers License Required


Knowledge Requirement


Knowledgeable in IEHP product lines and programs preferred.

Skills Requirement


Bilingual (Spanish/English) preferred. Motivational and interpersonal skills are required with an emphasis on superior service to the MSR. Proficient in microcomputer applications (Microsoft Word, Excel). Excellent written and verbal communication and interpersonal skills. Strong organizational skills and sound decision making skills.

Abilities Requirement


Ability to establish and maintain effective working relationships with others. Ability to supervise and train Team Members. Ability to balance multiple projects and meet deadlines. Detail oriented.

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


This position may work non-traditional hours to achieve supervisory coverage where extended call center operations are required


Starting Salary: $57,948.80  - $73,860.80  

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.