Supervisor, Member Services

IEHP

. Supervise day-to-day Member Experience operations for Member Services Representatives and Coordinators .

Posted 10/27/2026full-timeRancho Cucamonga • California • United StatesJuniorMid-Level💰 $71,573 - $93,038 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in call center operations management, including staff supervision, performance evaluation, and compliance with healthcare regulations. Proficient in analyzing performance data and implementing process improvements to enhance member experience and operational efficiency.

Highest-signal resume keywords

Call Center SupervisionMedicare/Medi-Cal ExperiencePerformance Data AnalysisTraining and DevelopmentRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Healthcare Call Center ExperienceKnowledge of Medical TerminologyDual Choice Product KnowledgeMicrosoft Word ProficiencyMicrosoft Excel Proficiency

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationStrong Organizational SkillsInterpersonal SkillsMotivational Skills

Tools & Technologies

VerintADPCisco FinesseCisco JabberTelephones

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

HMOManaged CareMember RetentionCall AuditsLEAN Process Improvement

About the role

Key responsibilities & impact

Supervise day-to-day Member Experience operations for Member Services Representatives and Coordinators
Ensure inquiries and issues are answered timely, knowledgeably, and efficiently
Manage staffing levels, scheduling, and workforce management coordination
Participate in hiring new Team Members
Maintain current, documented, compliant operational processes and call center practices
Ensure member care follows IEHP benefits, policies, and procedures
Lead outreach call campaigns for member retention and regulatory or operational initiatives
Provide coaching, performance evaluations, and development opportunities using data-based decision making
Conduct call audits and quality reviews; identify training needs and implement improvement plans
Complete performance reviews and disciplinary action according to IEHP guidelines
Maintain accurate and accessible training materials, knowledge resources, processes, and job aids
Partner with training and quality teams to develop and deliver training modules and operational updates
Communicate regulatory and policy updates to the team
Ensure team practices meet compliance, quality, and service standards
Resolve escalated member concerns and discrepancies with timely follow-through
Manage case follow-up, web portal inquiries, chat, incoming mail, faxes, and walk-ins
Identify escalation trends and recommend improvements
Collaborate with cross-functional departments for coordinated service delivery
Lead LEAN process-improvement initiatives and identify inefficiencies and waste
Analyze performance data, assess trends, identify root causes, and recommend process changes
Develop, review, and interpret team and individual performance reports
Lead process enhancements, service improvements, and member-retention projects
Foster positive team communication and incorporate feedback
Partner with the Leadership Team to align actions with IEHP’s Vision and Team Culture
Support the Employee Engagement Survey and facilitate feedback discussions and action plans
Perform other duties required for successful Health Plan operations

Requirements

What you’ll need

Two (2) years of experience working directly with Medicare/Medi-Cal Members required
Prior call center supervision required
Three (3) or more years of healthcare call center experience working in a health care delivery setting
Experience in an HMO, Managed Care environment
Experience with Dual Choice Product and/or Medicare and Medi-Cal business practices
High School diploma or GED required
Prior call center supervisory/lead capacity required
Strong knowledge and understanding of Dual Choice Product and/or Medicare and Medi-Cal product lines and programs
Knowledge of medical terminology
Knowledge of Team Members’ learning styles and thought processes
Mentorship approaches ensuring individual growth and well-roundedness
Proficient in Microsoft Word and Excel
Excellent written, verbal communication, and interpersonal skills
Strong organizational and sound decision-making skills
Ability to establish and maintain effective working relationships
Ability to supervise and train Team Members
Ability to balance multiple projects while ensuring deadlines are met
Detailed oriented
Motivational and interpersonal skills with an emphasis on superior service
Expertise in call center systems including Verint, ADP, Cisco Finesse, telephones, and Cisco Jabber
Public Speaking skills to conduct meetings, train, and develop staff
Interview skills
Bilingual Spanish/English preferred

Benefits

Comp & perks

Competitive salary
State of the art fitness center on-site
Medical Insurance with Dental and Vision
Life, short-term, and long-term disability options
Career advancement opportunities and professional development
Wellness programs that promote a healthy work-life balance
Flexible Spending Account – Health Care/Childcare
CalPERS retirement
457(b) option with a contribution match
Paid life insurance for employees
Pet care insurance