Medicare Advantage Contact Center Manager

Take on a key leadership role within a world-class, award-winning health system. Support the efficient delivery of positive patient experiences. Take your career in an exciting new direction. You can do all this and more at UCLA Health.

You will provide tactical execution and leadership for our Member and Provider Contact Center, ensuring new and existing members and providers receive best-in-class service. You will be responsible for managing, coaching, and developing the supervisor and contact center teams to deliver high-performance results while advancing UCLA Health's mission and values. You will:

• Implement and manage operating systems/processes to meet or exceed operational targets
• Ensure compliance throughout the performance cycle
• Foster a positive, collaborative culture in a virtual/remote environment
• Deliver continuous quality improvement
• Maintain effective and efficient practices and processes
• Develop measurement tools to achieve superior service experience
• Ensure the Contact Center is a people first business unit
• Accountable for managing and leading the Care Concierge program
  

We're
seeking a self-motivated, results-driven, detail-oriented leader with:

• Five or more years of experience in a contact
  center environment
• High School Diploma, GED or equivalent
• College degree, highly desirable
• Exceptional critical thinking, follow-up,
  and problem-resolution skills
• Experience managing contact center
  metrics
• Ability to manage engagement within a
  100% virtual work environment
• Understanding of Medicare Advantage
  program rules and regulations
• In-depth knowledge of health plan
  processes
• Strong communication, interpersonal, and
  organizational skills
• College degree preferred
• Experience leading teams of more than 100
  employees is highly desirable
• Computer proficiency with Microsoft
  Office
• Ability to meet deadlines with frequent
  interruptions
• Ability to maintain confidentiality of
  patient and business records