Job Summary

The Managed Long Term Services and Supports (MLTSS) Supervisor is responsible for the development of a successful unit with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member and provider satisfaction. This position supervises all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.to ensure optimal delivery of customer service and meeting department performance metrics and goals.

The Supervisor facilitates the development, review, and revision of policies, procedures, and process flows to ensure compliance with relevant regulatory and organizational guidelines. The Supervisor is also responsible for implementing enhancements to the day-to-day operations of the unit. Minor process improvements and decisions related to collaboration both within and outside of the MLTSS department. The position supervises all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.

Duties

Supervises the day-today MLTSS non-clinical team activities including but not limited to: Providing direction, monitoring of staff performance and skillsets for consistency and improvement handling all questions/issues raised by staff. Develops tools and procedures for the training and cross-training of staff, including but not limited to job aids and departmental and organizational policies and procedures.

Recommends process improvement processes. Prepares and analyzes statistical reports. Ensures quantity/ quality is met for overtime. Ensures staff utilizes the NICE system to conduct target audits on incoming call activity and overtime activity. Prepares and reviews daily unit quality reports, analyzes data and submits recommendations for improvements.

Develops and maintains a positive working relationship with all business partners to ensure optimum member care and satisfaction.

Serves as a leader and role model as well as a technical and informational resource for staff and peers. Fosters a culture that encourages employee contributions. Observes calls and assists representatives with any complex issues which may result from a call. Plans, organizes and supervises the activities of the unit. Constantly reviews the adequate skill-set assignment, lunch and breaks.

Analyzes reports to identify trends and improve work flow processes.

Ensures telephone and correspondence responses comply with departmental, organization and regulatory agency requirements. Ensures all L.A. Care phone lines and systems are functioning properly.

Ensures department compliance with regards to Health Insurance Portability and Accountability Act (HIPAA) regulations related to protection of personal history information (PHI).

Perform other duties as assigned.

Duties Continued

Education Required

Education Preferred

Experience

Required:
At least 4 years of experience in customer service experience. Strong customer service and excellent oral/written communication skills.

At least 2 years lead/supervisory experience in a customer service environment or in health care/health services.

Skills

Required:
Must have knowledge and a good understanding of services to the disadvantaged population, seniors, or people with chronic conditions or disabilities.

Expected to work independently within the department's established guidelines, policies and procedures.

Excellent communication skills, strong analytical, coaching/mentoring skills, team building and the 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.

Persuasion Skills: Must be able to interface with members, external individuals (i.e., facilities, providers, etc.) and sometimes convince/persuade others to comply with L.A. Care requirements and provide information in a timely fashion.

Able to multitask and to streamline day to day operations, policies and procedures.

Strong organizational, prioritizing, time management and interpersonal skills, along with sound judgment.

Must be detail oriented and a team player, with a strong work ethic.

Ability to maintain confidentiality.

Ability to complete assignments efficiently and accurately, within deadlines.

Knowledge of medical terminology.

Proficiency with Microsoft Word & Excel.

Proficiency with Microsoft Office including Outlook, PowerPoint, and Visio. Experience with program/policy development and implementation.

Preferred:
Bilingual in one of LA Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information