MedGroup Contact Center Manager

Description

As the MedGroup Contact Center Manager, you will lead contact center operations across multiple service lines under the direction of the Assistant Director. You will provide leadership and operational oversight to ensure patients, providers, and internal stakeholders receive responsive, accurate, and high-quality service.

You will:

• Direct daily contact center operations to meet operational goals and established service standards.

• Monitor performance metrics and implement workflow improvements to enhance efficiency and service quality.

• Maintain an understanding of medical claims, including claim status, denials, adjustments, and member/provider inquiries

• Manage, coach, and develop supervisors and contact center teams.

• Promote a collaborative, service-focused work environment.

• Ensure compliance with organizational policies and regulatory requirements.

• Support continuous quality improvement initiatives.

Salary Range: $80,700 - $168,500/annually

Qualifications

We are looking for a leader with:

Required:

• A Bachelor's degree in a related field and/or equivalent combination of education, training, and experience

• 5 or more years of progressively responsible experience in contact center operations, patient support services, healthcare customer service or related field

• Able to effectively supervise, organize, schedule, prioritize, and direct staff activities and operational workflow

• Knowledgeable of contact center operations, customer service techniques, performance metrics, quality assurance practices, and industry best practices

• Ability to manage contact center performance metrics, productivity standards, service levels, and operational workflows to achieve departmental goals

• Ability to analyze operational and financial data, identify trends, determine root causes, and implement effective process improvements

• Knowledgeable of contact center technologies, telephony platforms, customer relationship management (CRM) systems, reporting tools, and workforce management applications.

• Working knowledge of medical, insurance, patient access, and billing terminology, including healthcare operational workflows

• Interpersonal skills to effectively collaborate with patients, providers, health plans, vendors, management, and staff across diverse functional areas

• Ability to communicate clearly and effectively, both verbally and in writing, and to convey complex information to various audiences

• Ability to coach, mentor, develop, motivate, and positively influence supervisors and staff to achieve operational and service objectives

• Solid critical-thinking, decision-making, conflict resolution, and problem-solving skills, including the ability to evaluate complex situations and implement appropriate solutions

• Knowledgeable of HR policies, performance management practices, employee development principles, and supervisory responsibilities

• Working knowledge of HIPAA, privacy requirements, organizational policies, and applicable regulatory and accreditation standards

Preferred:

• 2 or more years of supervisory or management experience leading staff in a contact center, customer service, patient support, or healthcare operations environment

• Familiarity with health plan processes, eligibility verification, benefit interpretation, National Committee for Quality Assurance (NCQA), and Healthcare Effectiveness Data and Information Set (HEDIS) standards

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.