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About the Role
The Manager, Member & Provider Services oversees daily contact center operations for members and providers in the healthcare and social assistance sector. This role ensures efficient, accurate, and empathetic handling of inquiries to enhance satisfaction and retention. The Manager leads, mentors, and develops a team, fostering a culture of continuous improvement. Collaboration with clients, providers, internal teams, and compliance partners is key to exceptional service delivery, regulatory compliance, quality outcomes, and operational efficiency. The role drives operational excellence to support the organization's mission.
Responsibilities
- Demonstrates commitment to Our Mission and models ILS Experience Standards of Excellence.
- Lead and manage the daily operations of the Contact Center, ensuring timely and effective resolution of all inquiries and issues leading to First Call Resolution (FCR).
- Recruit, train, and develop contact center staff to maintain high standards of customer service and operational efficiency; keep staff informed of updates through regular departmental meetings.
- Supervise, coach, mentor, and evaluate team members, establishing and monitoring productivity, quality, timeliness, customer service, and professional development standards to achieve departmental objectives.
- Oversee the investigation and resolution of complex and escalated member and provider cases, providing guidance to staff and ensuring compliance with contractual, regulatory, organizational, and client-specific requirements.
- Monitor regulatory turnaround times, service level agreements, and operational performance metrics to ensure timely resolution, quality outcomes, and customer satisfaction.
- Develop, implement, and maintain quality assurance programs, operational procedures, workflows, training materials, and performance standards to ensure accuracy, consistency, documentation integrity, and compliance across all service recovery activities.
- Collaborate with internal and external partners to resolve complex issues, improve service delivery, and support organizational objectives.
- Ensure adherence to federal and state regulations, health plan requirements, organizational policies, HIPAA standards, confidentiality requirements, and audit readiness, including participation in audits, regulatory reviews, client reporting, and quality improvement activities.
- Attend scheduled meetings, trainings, leadership forums, and cross-functional workgroups.
- Performs other duties as assigned.
Requirements
- Bachelor’s degree in Healthcare Administration, Business, or a related field.
- Minimum of 5 years of member or provider services in the healthcare or social assistance industry.
- At least 2 years of experience in a supervisory role required.
- Experience with Medi-Cal eligibility and benefits.
- Demonstrated experience using operational metrics, reports, and quality audits to drive performance improvements.
- Strong organizational, analytical, and time-management skills with the ability to effectively manage multiple priorities and deadlines.
- Excellent communication, organizational, and interpersonal skills.
- Ability to maintain confidentiality and handle protected health information (PHI) in accordance with HIPAA regulations.
- Ability to work independently and as part of a team to balance competing priorities and manage multiple projects simultaneously.
- Ability to work flexible hours as needed to support operational requirements.
Skills
- Medi-Cal eligibility and benefits
- Operational metrics
- Reports
- Quality audits
- Organizational skills
- Analytical skills
- Time-management skills
- Communication skills
- Interpersonal skills
- HIPAA regulations
- Healthcare information systems
- Customer relationship management (CRM) software
- Care management
- Enhanced Care Management (ECM)
- Community Supports
- Housing navigation
- Electronic health record (EHR) systems
Location
- N/A
Work Type
- N/A
Experience Level
- 5 years of member or provider services in the healthcare or social assistance industry
- 2 years in a supervisory role
Education Level
- Bachelor’s degree in Healthcare Administration, Business, or a related field.
- Master’s degree in Healthcare Administration, Public Health, or Business Administration.
About the Company
- Independent Living Systems (ILS), along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.