Member Services Operations Manager

We have an opportunity to join the Alliance as the Member Services Operations Manager in the Member Services Department. 

WHAT YOU'LL BE RESPONSIBLE FOR

Reporting to the Member Services Director, this position: 

• Provides management oversight of the Member Services (MS) Operations Unit, including managing, planning, implementing, and supporting operational processes and member servicing functions associated with Alliance membership
• Manages and leads the MS Operations Unit, acts as a subject matter expert, and provides guidance on MS Operations functions and departmental operations
• Manages, supervises, mentors and trains assigned staff

ABOUT THE TEAM

The Member Services Department empowers members to understand Alliance services and provide resources that meet medical, cultural and social needs to improve member health and well-being.

THE IDEAL CANDIDATE 

• Be a strong leader, with experience in program development and management
• Ability to use data to measure program needs and outcomes
• Lead with integrity; providing clear direction, feedback and expectations
• Be an effective and transparent communicator, promoting authentic, direct and timely communication within your own team and across the organization

WHAT YOU'LL NEED TO BE SUCCESSFUL

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

• Knowledge of:
• The principles and practices of customer service
• Principles and practices of health care
• Medi-Cal program and related regulations
• Research, analysis, and reporting methods
• Practices of program and project management and vendor management
• 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
  • Organize and prioritize the work of others, delegate effectively, and follow up on work assignments
  • Develop work plans and workflows and organize and prioritize unit activities
  • Provide leadership, facilitate meetings, and guide employees in the resolution of issues
  • Act as a technical resource and explain complex laws, regulations, processes, and programs related to area of responsibility
  • Interpret state and federal regulations and laws and contractual obligations and translate them into policies, procedures, standards, and guidelines
• Education and Experience:
  • Bachelor’s degree in Healthcare Administration, Public Administration, Social or Behavioral Science or a related field  
  • A minimum of six years of progressively responsible experience in managed care, which included experience with customer relations activities and a minimum of three years 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 DETAILS

• While this position is connected to one of our Alliance offices, we are in hybrid remote/in-office work environment right now and we anticipate that the interview process will take place remotely.
• Our Alliance office locations have officially re-opened as of May 2, 2022 and while some employees may work in full-time telecommute schedules, attendance at quarterly company-wide events or department meetings will be expected.
• Based on the nature of work, this position may require onsite presence, which 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. 

The actual compensation for this role will be determined by our compensation philosophy, analysis of the selected candidate's qualifications (direct or transferrable experience related to the position, education or training), as well as other factors (internal equity, market factors, and geographic location).