Manager of Member Services

Full Job Description

• Strong management and problem-solving skills
• Excellent interpersonal skills
• Strong skills with internal audits
• The ability to respond effectively to appeals
• Great analytical skills to facilitate required change
• Strong organizational skills and is priority driven

• Performing complex administrative work for the Member Services units of the Contra Costa Health Plan (CCHP)
• Developing and implementing all activities involved in the member retention program
• Providing day-to-day work direction, management and supervision to the member services unit and staff
• Facilitating the resolution of complex member inquiries, complaints, grievances, and appeals including formal investigations and, if necessary, referrals to a third party
• Implementing or modifying department goals and policies as needed to be compliant with legislative requirements
• Conducting quarterly internal audits to ensure complaints meet strict regulatory guidelines
• Submitting monthly, quarterly, and annual reports as required by the State Department of Health Service

• You will be part of a knowledgeable and experienced team that values collaboration, continuous learning, and professional development
• CCHP values cultural competence and community connection, making it a great place to serve—and learn from—a wide range of people and perspectives
• You will work alongside passionate professionals who are committed to health equity, community wellness, and improving outcomes

• Working in high-stress situations
• Navigating complex Medi-Cal and Medicare D-SNP requirements while keeping up with frequent regulatory changes that directly affect member services operations
• Navigating fragmented systems

• Coaching & Developing Others: Supporting others in stretching and expanding their capabilities
• Leadership: Guiding and encouraging others to accomplish a common goal
• Managing Performance: Ensuring superior individual and group performance
• Teamwork: Collaborating with others to achieve shared goals

Qualifications

Education: Possession of a Bachelors degree from an accredited college or university with a major in Business Administration, Public Administration, Marketing, or a closely related field.

Experience: Three (3) years of full-time or its equivalent administrative experience in a health care/health insurance setting with responsibility for member services, marketing, public relations, provider relations or another major program area. One (1) year of the required experience must have been as a supervisor and/or lead.

Substitution for Experience: Possession of a Master's degree from an accredited college or university with a major in Business Administration, Public Administration, Marketing, or a closely related field may be substituted for one year of experience.

Substitution for Education:
(1) One additional year of qualifying experience may be substituted for the required academic major.
(2) Associate degree and two additional years of qualifying experience may be substituted for the required education on a year for year basis up to a maximum of two (2) years.

• Experience with electronic health records - Epic
• Knowledge of local community resources and programs
• Experience working with DSNP populations

Additional Information

1. Application Filing and Evaluation: Applicants will be required to complete a supplemental questionnaire at the time of application; applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.

Remote Oral Assessment: Candidates who possess the minimum qualifications will be invited to participate in an online oral assessment.

The assessment will measure candidates' competencies as they relate to the job.

In the assessment, candidates must achieve an average passing score of 70% or higher on each of the competencies, as well as an overall passing score of 70% or higher.

These may include but are not limited to: Analyzing & Interpreting Data, Coaching & Developing Others, Action & Results Focused (Taking Initiative, and Leadership. (Weighted 100%)

TENTATIVE DATES
Remote Oral Assessment: February 2-8, 2026

The examination steps noted above may be changed in accordance with the County’s Personnel Management Regulations and accepted selection practices.
For recruitment questions, please contact Health Services Personnel, Recruitment Team at Exams@cchealth.org. For any technical issues, please contact the Government Jobs’ applicant support team for assistance at +1 855-524-5627.

CONVICTION HISTORY
After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER
All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY
It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.