107 Best bilingual call center Jobs in Los Angeles, California (March 2026)

Manager of Operations

19 days ago

Los Angeles

Job Description INTRODUCTION: Central Neighborhood Health Foundation is a Federally Qualified Healthcare Center (FQHC) committed to the Triple Aim as described by the Institute for Healthcare Improvement. Improving the US health care system requires simultaneous pursuit of three aims: 1) improving the experience of care, 2) improving the health of populations, and 3) reducing per capita costs of health care. Preconditions for this include the enrollment of an identified population, a commitment to universality for its members, and the existence of an organization (an "integrator") that accepts responsibility for all three aims for that population. SUMMARY: An operations manager is a key part of a management team and oversees high-level HR duties, such as attracting talent and setting training standards, and hiring procedures. As an Operations manager, you’ll provide management support and leadership, while making plans, assignments, and directing staff. You’ll be responsible for the team’s productivity and general performance. The Operations Manager's job routine will also include contact with all levels of employees and, on occasion, with clients themselves! In addition, you will often be involved in a variety of projects, making modifications to the plans according to changes needed. The Operations Manager analyzes and improves organizational processes and works to improve quality, productivity, and efficiency. Supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. formulating strategy, improving performance, procuring material and resources, and securing compliance. mentor team members, find ways to increase the quality of customer service, and implement best practices across all levels. Your ultimate responsibility is to increase our operational efficiency, have a sharp business mind, and prove success managing multiple departments toward maximum productivity. ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following functions: • Lead, motivate, and support a large team within a time-sensitive and demanding environment, including the setup and implementation of career development plans for all direct reports and problem resolution., • Plans, supervises, coordinates, and directs the day-to-day operations of the call center., • Responsible for ensuring the delivery of outstanding care coordination, resolving issues, and responsible for proactively identifying and resolving service barriers and working with partnering departments as needed to do so., • Responsible for collecting and analyzing the necessary data to ensure care coordination and productivity standards are achieved., • Manage timely health plan data collection to update operations metrics to achieve productivity targets, eliminate errors, and deliver excellent care coordination., • Oversee materials and inventory management, departmental petty cash., • Maintain constant communication with management, staff, and clients to ensure proper operations of the organization., • Develop, implement, and maintain quality assurance protocols, • Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity., • Actively pursue strategic and operational objectives., • Track staffing requirements, hiring, and training new employees as needed., • Develops care plan and other case management tools by participating in meetings; coordinating information and care requirements with other care providers; resolving issues that could affect smooth care delivery; fostering peer support; providing education to others regarding the case management process., • Conducts supervisory meetings with care providers, ensuring the highest level of care coordination services is being provided., • Acts as a liaison between the clinical and non-clinical teams to ensure the highest level of care is being provided., • Identifies additional needs for services, cross-refers between all of the company’s available lines of service., • Respects patients by recognizing their rights; maintaining confidentiality., • Provides telephonic support to members and/or family members who meet the criteria for engagement into the health homes program., • Provide referrals and linkage to community-based services., • Establish strong relationships with community partners., • Actively participates with the interdisciplinary team and provides updates on members’ ongoing needs as well as their progress., • Prepares and updates productivity reports as needed., • Makes service recovery calls to referral sources, clients, internal and external customers as needed., • Planning work schedules and weekly and monthly timetables. This may involve working with the office team to identify which clients need follow-up visits., • Manages the collection and analysis of Call Center data to determine staffing requirements, employee staffing needs, and training., • Conducts ongoing analysis and assessments of operational performance for continuous process improvements, improved efficiency, and improved customer satisfaction., • Monitors operational policies and procedures, including setting goals, standards, and benchmarks to evaluate staff performance, and employee and customer satisfaction., • Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency., • Supervise the project’s quality assurance and training programs as well as corrective actions to ensure compliance., • Develop performance goals and objectives for staff and monitor achievement of those goals., • Provides strong leadership to the care coordination team by promoting best practices to ensure we stay in compliance with the health plan requirements., • Establish clear direction, mentorship, and continuous improvement expectations for care coordinators., • Collaborates with clinical and QA managers to identify areas of improvement., • Communicate suggestions for improvement and efficiencies to the management., • Assist in housing quarterly report., • Updates IMS templates, communicates with the IT department as needed., • Monitors individual tracking sheets and Google Drive resource folders., • Completes other related tasks or projects as assigned. QUALIFICATION REQUIREMENTS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE: • 2+ year proven experience in a management leadership position, • Strong development and oversight skills., • Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service., • Experienced in conflict management., • Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)., • Effective time management skills and ability to define and act on priorities efficiently., • Excellent analytical skills., • Excellent communication skills, both orally and in writing, with all levels of staff., • Ability to work independently as well as in a team setting., • Understanding of Healthcare and insurance practices., • Self-starter with the ability to manage one’s time appropriately., • Solid understanding of English grammar, vocabulary, and punctuation., • Knowledge of call center principles and operations, including technology such as EMR systems, payroll clocking system and call recording systems., • Able to follow strict timelines and manage multiple tasks concurrently., • Ability to execute tasks with minimal instruction., • Demonstrated ability to supervise, motivate, and coach staff., • A minimum of an associate or bachelor’s degree in business, healthcare administration, or related area; and/or equivalent combination of experience/training., • Coursework in medical terminology preferred., • Must be able to work various hours and locations based on business needs. Described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Variations in conditions may occur under certain circumstances. CONFIDENTIALITY Maintains patient, employee, and Foundation confidentiality at all times, discussing patient or employee business only with appropriate parties who have a bona fide need to know; and communicating only the minimum amount of information necessary with respect to protected health information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 (HIPAA). • AGREEMENT AND ACCEPTANCE, • I HAVE READ THE ABOVE JOB DESCRIPTION AND FULLY UNDERSTAND THE REQUIREMENTS SET FORTH AND WILL PERFORM ALL DUTIES AND RESPONSIBILITIES TO THE BEST OF MY ABILITY. Monday - Friday, 8:00 am - 5:00 pm

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