Supervisor Member Services Hoag Clinic Engagement Service at Hoag Health System

Primary Duties and Responsibilities

The supervisor of Member Services is responsible for the supervision of the Hoag Clinic Contact Center; supervising inbound and outbound communications to members, providers, and network partners.

The supervisor will work closely with Hoag Clinic leaders to deliver a concierge experience that is attentive to the members’ needs and provides guidance and assistance navigating through the healthcare delivery system.

The supervisor will assist with outreach services that address HEDIS compliance, member health outcomes, and satisfaction.

Also, the supervisor will collaborate closely with Revenue Cycle and Claims departments to assist with inquiries and issues as needed.

Qualifications

Education and Experience

• At least two years experience in a customer service or process orientated operations organization
• Bachelor’s degree and/or equivalent years of supervisory experience
• Knowledge of the healthcare industry and related benefit products and services

Preferred

• Working knowledge of call center and chat team operations and systems to support contact center metrics and performance. (InContact)
• Experience with Quality Management (HEDIS, IHA AMP, IHA STARs)
• Experience with CRM platforms; Experience with Epic Tapestry; Experience with Microsoft Suite (Visio, PowerPoint, Project, Excel) and Visualization tools

License Required

N/A

License Preferred

N/A

Certifications Required

N/A

Certifications Preferred

• Project Management Certification (PMP, CAPM, etc.)
• Six Sigma Certification
• Medical Profession Certification (Medical Assistant, Medical Billing Specialist, Medical Coding Specialist, Licensed Practical Nurse, etc.)

Hoag Memorial Hospital Presbyterian is a nonprofit regional health care delivery network in Orange County, California, consisting of three acute-care hospitals with sixteen urgent care centers, eleven health centers and a network of more than1,800 physicians, 100 allied health members, 8,000 employees, and 2,000 volunteers. More than 30,000 inpatients and 550,000 outpatients choose Hoag each year.

For over 70 years, Hoag has delivered a level of personalized care that is unsurpassed among Orange County’s health care providers. Since 1952, Hoag has served the local communities and continues its mission to provide the highest quality health care services through the core strategies of quality and service, people, physician partnerships, strategic growth, financial stewardship, community benefit and philanthropy.

Hoag offers a comprehensive blend of health care services including six institutes providing specialized care in the areas of cancer, heart and vascular, neurosciences, women's health, orthopedics, and digestive health through our institutes.

Hoag was the highest ranked hospital in Orange County in the 2024-2025 U.S. News &World Report, the only Orange County hospital ranked in the top 10 for California. The organization was ranked the #5 hospital in the Los Angeles Metro Area and the #10 hospital in California.

To learn more about Hoag’s awards and accreditations, visit: https://www.hoag.org/about-hoag/awards-accreditations/ .

Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.