Manager, Broker Services
L.A. Care Health Plan
full-time
Posted on:
Location Type: Office
Location: Los Angeles • California • United States
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Salary
💰 $102,183 - $163,492 per year
About the role
- Lead, coach, and develop a team handling inbound and outbound calls, emails, and case escalations for Medicare and Commercial lines of business.
- Set clear performance goals and monitor key metrics to ensure high-quality, timely service.
- Foster a culture of accountability, empathy, and continuous improvement aligned with L.A. Care’s organizational values.
- Ensure brokers and agencies receive a best-in-class experience that reflects L.A. Care’s commitment to service and integrity.
- Monitor trends in broker feedback to identify process or policy improvement opportunities.
- Serve as a point of escalation for complex or high-priority broker issues.
- Partner with cross functional teams to align broker support with overall growth and retention goals.
Requirements
- Bachelor's Degree in Business or Related Field
- At least 5 years of experience in broker support, customer service operations, or health plan distribution required.
- At least 3 years of supervisory or management experience leading a service or call center team.
- Familiarity with CMS, Covered California, and DMHC regulations required.
- Ability to pass Medi-Cal Certification, and Medicare training certification within 90 days of hire.
- State of California Department of Insurance License - Active, current and unrestricted California License (Or ability to obtain within 30-90 days of employment dependent on license/certification agency schedules)
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 & Tools
broker supportcustomer service operationshealth plan distributionsupervisory experiencemanagement experiencecall center team leadershipperformance goal settingkey metrics monitoringprocess improvementcase escalation
Soft Skills
leadershipcoachingdevelopmentaccountabilityempathycontinuous improvementcommunicationcollaborationproblem-solvingcustomer service
Certifications
Bachelor's Degree in Business or Related FieldMedi-Cal CertificationMedicare training certificationCalifornia Department of Insurance License