Member Services Call Center Supervisor

We have an opportunity to join the Alliance as a Member Services Supervisor in the Member Services Department.

This is a hybrid position that requires in-office presence 3-4 days per week, with flexibility to adjust based on business needs. The role can be based in our Merced or Salinas offices, and we will work to align you with the location that is most convenient for you when possible. Bilingual proficiency in English and Spanish is required.

WHAT YOU'LL BE RESPONSIBLE FOR

Reporting to the Member Services Call Center Manager, this position: 

• Supervises, mentors, and trains assigned staff, acts as a subject matter expert, and provides guidance on Member Services functions
• Develops, implements, supports, and participates in departmental and cross-departmental activities, projects, programs, workgroups and committees

ABOUT THE TEAM

Our Member Services teams work together to empower members to understand Alliance services and provide resources that meet medical, cultural, and social needs to improve member health and well-being. We are the voice of the Alliance. We view our members' healthcare from their perspective and provide direct support by sharing benefit information and helping break down barriers to care. When a member calls, we're the ones who pick up the phone. We provide information that educates and empowers our members to be advocates for themselves and their health care. And we do it with heart!

THE IDEAL CANDIDATE 

• Has a passion for supervising, mentoring, and training staff to enhance performance and achieve team goals while encouraging a positive and supportive work environment.
• Has strong interpersonal skills to manage day-to-day staff performance, resolve issues, and ensure high-quality customer service.
• Is familiar with Medicare, Medi-Cal, managed health care, and social services.
• Has experience working in a call center or member services setting.
• Is adaptable and comfortable working in the office or remotely multiple days a week, with the flexibility to adjust as needed. 
• Has experience working remotely and providing coaching and support in a remote environment.
• Has the ability to define and communicate issues timely and accurately.
• Has the ability to work in a team-oriented environment and interact with others, showing respect and understanding.
• Is fluent in English and Spanish, able to engage effectively with diverse communities and explain rules and services clearly.

 

WHAT YOU'LL NEED TO BE SUCCESSFUL

To read the full position description and list of requirements, click here.

• Knowledge of:
• Bilingual (English/Spanish)
• The Medi-Cal program
• The methods and techniques of research, analysis and reporting
• The principles and practices of performance management
• The principles and practices of supervision and training
• Ability to:
  • Train, mentor, supervise, and evaluate the work of staff
  • Promote an atmosphere of teamwork and cooperation and motivate staff to achieve goals and objectives
  • Learn and explain member benefits related to the Medicare Program
  • Act as a technical resource and explain regulations, processes, and programs related to area of assignment
  • To provide leadership, facilitate meetings, and guide employees in the resolution of issues
• Education and Experience:
  • Bachelor’s degree in Social Sciences, Health, Business, Psychology or a related field
  • A  minimum of three years of experience in public assistance, human services, or health services programs including a minimum of one year of supervisory experience (a Master’s degree may substitute for two  years of the required experience); or an equivalent combination of education and experience may be qualifying

OTHER INFORMATION

• We are in a hybrid work environment and we anticipate that the interview process will take place remotely via Microsoft Teams.
• While some staff may work full telecommuting schedules, attendance at quarterly company-wide events or department meetings will be expected.
• In-office or in-community presence may be required for some positions and is dependent on business need. Details about this can be reviewed during the interview process.

The full compensation range for this position is listed by location below.