Manager, Call Center
Rancho Cucamonga, California
What you can expect!
Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!
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.
Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.
Perks
IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.
- Competitive salary
- Hybrid schedule
- State of the art fitness center on-site
- Medical Insurance with Dental and Vision
- Life, short-term, and long-term disability options
- Career advancement opportunities and professional development
- Wellness programs that promote a healthy work-life balance
- Flexible Spending Account – Health Care/Childcare
- CalPERS retirement
- 457(b) option with a contribution match
- Paid life insurance for employees
- Pet care insurance
Education & Requirements
- 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
- Experience in managing high-volume cross functional customer contact inquiry operations preferred
- Bachelor’s degree from accredited institution required
- In lieu of the required degree, a minimum of eight (8) years of additional relevant work experience is required for this position
- This experience is in addition to the minimum years listed in the Experience Requirements above
Key Qualifications
- 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
- Proven leadership and management skills
- Excellent verbal and written communication skills
- Proficient utilizing Microsoft Office Suite and CRM systems
- Excellent problem-solving skills
- 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
Start your journey towards a thriving future with IEHP and apply TODAY!
Pay Range
- $104,041.60 USD Annually - $137,841.60 USD Annually
Working at IEHP is always about helping our members and helping our team members and for me to address anything that they need from me. It’s something that I take pride in every day.
Maynard Mungcal Learning & Development Analyst 2
I love working for IEHP. I really think they not only care about their members, but they also care about their employees … I've been here for eight years, and I just love it!
Mayra Gomez Senior Pharmacy Medication Management Specialist
It’s not just clocking in and clocking out, but being thoughtful and being proud and being an advocate for the work that we do … When people ask me how my day was or how my work is, it’s something that I’m profoundly proud of because I know that I’m making a difference.
Phillip Lo Director of Business Continuity
