Deputy Chief, Customer Engagement and Experience

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Salary Range: $206,311.00 (Min.) - $278,520.00 (Mid.) - $350,729.00 (Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care 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

Reporting to the Chief Operations and Systems Integration Officer (COSIO), the Deputy Chief Customer Engagement and Experience (CE&E;) serves as the executive responsible for developing and implementing an enterprise vision and strategy to reimagine the customer service model for L.A. Care. The Deputy Chief identifies and creates strategies to ensure the company has the right people,



processes and technology and is responsible for directing all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports.

This position manages all aspects of L.A. Care’s customer service operations with a focus on meeting service and quality operating objectives in interacting with L.A. Care Members and Providers. Partners with member-facing departments and leads overall customer service strategy, customer service operations, vendor oversight and coordination, workforce management, and functional requirements for internal and external facing customer service technology.

The Deputy Chief provides direct oversight of the following operational functions for all lines of business (Medicaid, Medicare, Individual and PASC group): Member and Provider Contact Centers (inbound and outbound), Member Navigators and Advocates, Workforce Management, Training, Quality Monito

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