Supervisor, Member Services

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!

Reporting to the Manager, Call Center, the Supervisor, Member Services oversees the day-to-day operations of an inbound and/or outbound Member Experience team. This role drives best-in-class member service by assisting with recruitment, onboarding, mentoring/coaching, and monitoring performance of Team Members. This role ensures adherence to policies, quality-assurance standards, and regulatory requirements. The supervisor fosters a LEAN culture within the organization, encourages Team Member innovation and development and collaborates with departmental leaders to achieve IEHP’s overall service and call center objectives. The incumbent maintains up-to-date training and operational materials, in addition to coordinating timely dissemination of state and internal updates to their team.

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.

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
• 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

Call Center Operations Management:

Leadership, Coaching, Training and Development, & Performance Management:

Compliance, Policies, & Regulatory Alignment:

Member Issue Resolution & Escalation Management:

Process Improvement & Lean Initiatives:

Employee Engagement & Team Culture:

• • Knowledgeable in IEHP product lines and programs preferred
  • Bilingual (Spanish/English) – preferred
• Proficient in microcomputer applications (Microsoft Word, Excel)
• Excellent written, verbal communication, and interpersonal skills
• Strong organizational skills and sound decision-making skills required
• Ability to establish and maintain effective working relationships with others, ability to supervise and train Team Members
• Ability to balance multiple projects while ensuring deadlines are met
• Detailed oriented
• Motivational and interpersonal skills are required with an emphasis on superior service. Expertise in utilization of all call center systems including Verint, ADP, Cisco Finesse, telephones, and Cisco Jabber
• Public Speaking skills to conduct meetings, train, and develop staff
• Interview skills

• Two (2) years of experience working directly with Medicare/Medi-Cal Members required. Prior call center supervision required
• Three (3) or more years of healthcare call center experience working in a health care delivery setting
• Experience in an HMO, Managed Care environment. Experience with Dual Choice Product and/or Medicare and Medi-Cal business practices 
• High School diploma or GED required
  • Bachelor’s degree from an accredited institution preferred
• Prior call center supervisory/lead capacity required  
  • Experience working directly with Medicare or Medi-Cal members in a call center environment a plus
• Strong knowledge and understanding of:
  • Dual Choice Product and/or Medicare and Medi-Cal product lines and programs
  • Medical terminology
  • Becoming familiar with Team Members’ learning styles and thought processes to become more effective with conveying new processes and coaching opportunities
  • Mentorship approaches ensuring individual growth and well-roundedness

This position is on a hybrid work schedule. (Mon & Fri - remote, Tues - Thurs onsite in Rancho Cucamonga, CA)