Manager, Customer Engagement – Experience Quality Assurance
L.A. Care Health Plan
full-time
Posted on:
Location Type: Office
Location: Los Angeles • California • United States
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Salary
💰 $88,854 - $142,166 per year
About the role
- Leading quality oversight, service excellence, and member experience improvement activities within the health plan’s customer experience operations
- Ensuring customer service teams deliver accurate, high-quality, culturally competent support to members
- Overseeing QA reviews, conducting experience analytics, guiding service improvement initiatives
- Partnering with operational leaders to strengthen performance tied to CAHPS, STARS, CMS/State requirements, and organizational service standards
- Managing all aspects of running an efficient team, including hiring, supervising, coaching, and training
- Developing and maintaining dashboards and reports that track QA outcomes, experience trends, and service performance
Requirements
- Bachelor's Degree
- At least 4 years of experience in customer service operations within a health plan or healthcare environment
- At least 3 years of experience in leading, supervising and/or managing staff
- At least 3 years of experience in quality assurance, customer experience, or service excellence
- Experience leading teams, projects, initiatives, or cross-functional groups
- Strong understanding of health plan operations, benefits, and regulatory standards
- Excellent analytical, quality auditing, and reporting skills
- Exceptional communication, coaching, and facilitation skills
- Strong leadership skills and ability to motivate and support teams
Benefits
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental and Vision
- Wellness Program
- Volunteer Time Off (VTO)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancecustomer experienceservice excellenceexperience analyticsdashboard developmentreportingQA reviewsperformance tracking
Soft skills
communicationcoachingfacilitationleadershipteam motivationsupervisionanalytical skills
Certifications
Bachelor's Degree