Manager, Broker Services

Salary Range:  $102,183.00 (Min.) - $132,838.00 (Mid.) - $163,492.00 (Max.)

 

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.
 

Job Summary

The Manager, Broker Services leads a team dedicated in providing exceptional service and operational support to brokers and agencies representing L.A. Care’s Dual Special Needs Medicare Advantage (D-SNP) plans and Covered California on-exchange individual and family plans.

This position plays a critical role in advancing L.A. Care’s mission to provide access to quality, affordable healthcare for Los Angeles County residents, ensuring that brokers, as key partners in connecting members to coverage, receive timely, accurate, and compassionate support.

The Manager oversees daily phone and email operations, ensures compliance adherence with Centers for Medicare & Medicaid Services (CMS), Covered California, and Department of Managed Health Care (DMHC) requirements, and fosters a culture of excellence, collaboration, and service consistent with L.A. Care’s community-focused values.

Manages all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports. Participates and make recommendation on the department's strategic planning and/or long-term decision-making.

Duties

Lead, coach, and develop a team handling inbound and outbound calls, emails, and case escalations for Medicare and Commercial lines of business.  Set clear performance goals and monitor key metrics to ensure high-quality, timely service.  Foster a culture of accountability, empathy, and continuous improvement aligned with L.A. Care’s organizational values.  Provide coaching and professional development opportunities to strengthen staff knowledge of Medicare, D-SNP, Medi-Cal and Covered California products and regulations.  Collaborate with internal departments to ensure broker support processes are consistent, compliant, and efficient.

Ensure brokers and agencies receive a best-in-class experience that reflects L.A. Care’s commitment to service and integrity.  Oversee resolution of broker inquiries related to enrollments, commissions, certification, and product information.  Monitor trends in broker feedback to identify process or policy improvement opportunities.  Support communication of policy, product, and system updates to the broker community.  Serve as a point of escalation for complex or high-priority broker issues.

Ensure broker interactions and documentation meet all regulatory compliance requirements.  Maintain accurate and timely records of broker communications, issue resolutions, and data requests.  Partner with cross functional teams to support audit readiness and maintain operational integrity.  Participate in development and implementation of procedures and tools to enhance efficiency and compliance.

Partner with cross functional teams to align broker support with overall growth and retention goals.  Provide input on process improvements, training content, and technology enhancements supporting broker effectiveness.  Assist with the development of reports and dashboards summarizing team performance, service trends, and broker satisfaction metrics.  Contribute to broker training events, webinars, and outreach initiatives that advance awareness of L.A. Care’s mission and programs.

Manage staff, and the day-to-day activities in the department. Participate in the department budgeting process.  Responsible for scheduling, training, performance, corrective actions, mentoring, and developing team(s).  Foster a culture of transparency, continuous improvement, accountability, and shared ownership of enterprise goals.

Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval.

Responsible budgeting, and policy implementation.

Perform other duties as assigned.

Duties Continued

Education Required

Bachelor's Degree in Business or Related FieldIn lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Master's Degree in Business or Related Field

Experience

Required:

At least 5 years of experience in broker support, customer service operations, or health plan distrib