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General Information

Work Location: Los Angeles, USA
Onsite or Remote
Flexible Hybrid
Work Schedule
Monday-Friday 8:00am-8:00pm, including weekends and holidays as needed.
Posted Date
04/08/2025
Salary Range: $59100 - 114300 Annually
Employment Type
2 - Staff: Career
Duration
Indefinite
Job #
23435

Primary Duties and Responsibilities

As an important member of our Medicare Advantage leadership team, you will provide tactical execution and leadership for our Member and Provider Contact Center. Your passion for excellence will help ensure the delivery of best-in-class service for all new and existing members who engage with the Contact Center. This will involve managing, coaching, and developing customer service representatives to ensure results, behaviors, and culture align with our high-performance standards. You will manage operating systems and processes to meet and exceed operational targets, while ensuring compliance throughout the performance cycle. This role will be responsible for supporting the day-to-day management of the Medicare Advantage department. You will:

• Coordinate schedules to efficiently manage phone call volume.

• Monitor and evaluate performance through daily remote and live monitoring (side by side) evaluations.

• Advance self-service processes related to our telephony tool.

• Develop workflows, desktop procedures, forms, training materials, and protocols.

• Ensure achievement of team objectives and key performance indicators

• Foster a people-first culture for both internal and external customers

Note: The schedule for this role is Monday-Friday 8:00am-8:00pm PST, including weekends and holidays as needed.

Salary Range: $59,100-$114,300/annually

Job Qualifications


We’re seeking a detail-oriented, interpersonal individual with:

  • High school diploma and/or equivalent experience
  • A college degree is preferred
  • Proficiency with CRM and telephony software required, preferably in Epic Tapestry
  • Working knowledge of Medicare Advantage program rules, regulations, preferred
  • Working knowledge of health plan processes such as eligibility verification and health plan benefit integration, preferred 
  • Experience leading teams in a virtual environment
  • Exceptional customer service expertise
  • Strong attention to detail and organizational skills
  • Ability to assist in hiring and onboarding new employees
  • Proficient computer skills including working knowledge of Microsoft Excel, PPT, and Word



As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.