Member Services Call Center Manager

We have an opportunity to join the Alliance as the Member Services Call Center Manager in the Member Services Department. We have one position that can be filled in our Scotts Valley, Salinas or Merced offices.

The Alliance is a public, not-for-profit health plan that is responsive and accountable to the members we serve. Our successes in expanding health care access, quality and developing new programs are attributed to the level of commitment and professionalism of those who work here. If you are interested in a stimulating and rewarding work environment where you can positively impact the lives of others, we invite you to apply, check out our current opening below. We are values-based and believe that our culture and workplace should be respectful, diverse, professional and fun.

Reporting to the Chief Operating Officer, you will manage and lead the Member Services Call Center, act as a subject matter expert, and provide guidance on Call Center functions and departmental operations. You will also provide management oversight related to the delivery of customer service and ensure compliance with related regulations, contractual requirements and standards. You will manage, supervise, mentor and train assigned staff.

The Member Services team is a dedicated, mission-driven group of individuals who have a passion for the work we do. We empower members to understand Alliance services and provide resources that meet medical, cultural and social needs to improve member health and well-being. We take great pride in the impact our work has on our members, providers and community.

You are a passionate, mission driven and skilled leader with direct call center experience. You have strength in improving customer experience, developing solutions for operational issues, evaluating competing priorities while staying aligned with organizational goals and strategies. You are technically savvy with a solid understanding of call center technology and metrics, and their impact on member accessibility and customer satisfaction. You are flexible and thrive in a fast-paced, environment. You lead with inspiration and resilience, encouraging growth and confidence in your staff. You exhibit strength in cultural competency with the ability to connect with the Alliance’s diverse member population.

Knowledge of:
o Principles and practices of customer service in a call center environment
o Principles and practices of supervision and training
o Call center technology systems, including automated call distribution, interactive voice response and call processing
o Skills-based call routing and the methods and techniques associated with the development of call center reporting
o Call center metrics and their impact on member accessibility and employee satisfaction
o Principles and practices of health care
Ability to:
o Train, mentor, supervise, and evaluate the work of staff, promote an atmosphere of teamwork and cooperation, and motivate staff to achieve goals and objectives
o Organize and prioritize the work of others, delegate effectively, and follow up on work assignments
o Act as a technical resource and explain complex laws, regulations, processes, and programs related to area of responsibility
o Provide leadership, facilitate meetings, and guide employees in the resolution of issues
o Foster effective and collaborative working relationships, influence others, and build consensus with individuals at all levels in the organization
Education and Experience:
o Bachelor’s Degree in Business Administration, Public Administration, Social Sciences or a related field
o Minimum of six years of progressively responsible experience in health services, human services or public assistance, which included a minimum of three years of experience performing supervision or management of call center functions (a Master’s degree may substitute for two years of the required experience); or an equivalent combination of education and experience may be qualifying

o While this position is connected to one of our Alliance offices, we are in a fully remote work environment right now due to COVID-19. The interview and on-boarding process will be completed remotely
o When operations resume in the office, the expectation for this position is that it will be in the office, at least a few days a week. For this reason, we are only considering candidates who are able to work in-person at one of our Alliance offices in the future

To read the full position, please visit our website.

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