**Experienced Lead Customer Solution Center Service Representative – Healthcare Call Center Operations**

Are you a seasoned customer service professional with a passion for delivering exceptional experiences to vulnerable populations? Do you have a knack for leading high-performing teams and driving business results? If so, we invite you to join blithequark, a leading healthcare organization dedicated to providing access to quality healthcare for low-income communities in Los Angeles County. As a Lead Customer Solution Center Service Representative at blithequark, you will play a critical role in shaping the future of our Call Center operations. You will be responsible for developing and implementing strategies to achieve exceptional member satisfaction, productivity, and quality metrics. Your leadership skills, combined with your expertise in customer service, will inspire and motivate your team to deliver outstanding results. **About blithequark** Established in 1997, blithequark is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. As the nation's largest publicly operated health plan, we serve over 2 million members, ensuring they receive the right care at the right place at the right time. Our mission is to provide access to quality healthcare 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 Lead Customer Solution Center Service Representative is responsible for leading a high-performing Call Center unit, with a focus on achieving exceptional member satisfaction, productivity, and quality metrics. You will work closely with Call Center Supervisors to develop and implement strategies to drive business results, improve member experience, and enhance team performance. Your leadership skills, combined with your expertise in customer service, will inspire and motivate your team to deliver outstanding results. **Key Responsibilities** * Lead day-to-day activities of Member Services Representatives, including providing direction, monitoring performance, and handling questions and issues raised by staff * Develop and implement strategies to achieve exceptional member satisfaction, productivity, and quality metrics * Collaborate with Call Center Supervisors to develop and implement process improvements, coaching, mentoring, and counseling to ensure optimal customer service and meeting department goals * Prepare and analyze call center statistical reports to identify trends and areas for improvement * Monitor and adjust skill-sets for consistency, ensuring quantity and quality are met for overtime * Handle escalated calls and provide backup support as needed * Assist Supervisors to ensure that Representatives provide accurate, timely, and quality service to members and providers * Ensure that all departmental policies, procedures, and standards are being met, as well as the organization's mission * Assist Supervisors to identify deviations in performance and implement process changes to redirect performance to acceptable levels * Develop and implement complex projects, engaging and updating key stakeholders, developing timelines, and leading others to complete deliverables on time * Train and motivate staff, ensuring appropriate service standards are developed and maintained * Lead the work of assigned staff, regularly assigning and checking the work of others, providing guidance, training, and feedback on performance to department management * Oversee the daily office workflow, developing and recommending enhancements to process and procedures * Work with training staff to ensure that training practices support staffing and performance standards * Work closely with management to review performance and quality standards on an ongoing basis and to assist with development and implementing incentive programs * Ensure that front-line service personnel are capturing information and providing feedback to Supervisors that will enable blithequark to improve its product and internal process **Requirements** * High School Diploma or High School Equivalency Certificate * At least 0-2 years of customer service experience with 6 months-1 year lead experience in a health plan/healthcare customer service call center environment * Associate's Degree preferred * Experience in working with the disadvantaged population, Covered California, and Cal MediConnect preferred * Knowledge of direct line of business, medical terminology, and excellent written and verbal communication skills * Strong analytical, coaching/mentoring skills, team building, and ability to work effectively with diverse team members * Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers and provide optimal customer service for internal and external customers * Flexibility with time and ability to work overtime, including weekends * Ability to multitask and streamline day-to-day operations, policies, and procedures * Advance PC skills, including Excel and Access * Bilingual in one of blithequark's threshold languages highly desirable (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese) **Preferred Qualifications** * Licenses/Certifications: None required * Physical Requirements: Light **Benefits** * Competitive salary range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) * Paid Time Off (PTO) * Tuition Reimbursement * Retirement Plans * Medical, Dental, and Vision * Wellness Program * Volunteer Time Off (VTO) **How to Apply** If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and join our team of dedicated professionals who are shaping the future of healthcare in Los Angeles County. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. **Disclaimer** The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change. Apply for this job