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Job Overview

This leadership role oversees a team committed to delivering excellent customer service in Molina Healthcare's support center, catering to members and providers. The supervisor ensures concerns and needs are managed fairly, aligning with the organization's core values while promoting continuous improvements to enhance member and provider satisfaction and retention.

Main Responsibilities

Lead and manage the member and provider support center to deliver outstanding service that aligns with company goals, policies, and regulatory standards while ensuring performance and financial targets are met.
Handle escalated issues within the department by ensuring accountability, prompt action, clear communication, and resolution.
Address complex inquiries involving enrollment, claims, benefits interpretation, and medical referrals or authorizations.
Provide excellent customer service to a wide range of stakeholders including members, colleagues, providers, vendors, government entities, business partners, and the general public.
Meet individual and departmental performance goals, particularly those related to call center objectives.
Act as a role model by demonstrating accountability and responsibility through personal performance.
Ensure compliance with applicable contracts and regulations.
Propose and execute programs supporting the needs of members and providers.
Contribute to special projects and initiatives as required.
Encourage a positive organizational culture by exemplifying the mission, vision, and values of Molina Healthcare in daily activities.
Recruit, train, develop, and manage support center staff while holding them accountable for meeting team and departmental goals.
Exemplify dynamic leadership focused on delivering effective healthcare and service to underserved groups.

Required Qualifications

Minimum of 5 years in customer service, call center, or sales roles operating in high-volume environments, including at least 3 years in a call center or equivalent combined experience and education.
Exceptional customer service capabilities.
Familiarity with insurance products such as Medicaid, Medicare, and Marketplace enrollment processes.
Strong organizational and time management abilities to juggle multiple projects and meet deadlines.
Capacity to uphold confidentiality and adhere to HIPAA regulations.
Proven ability to cultivate constructive relationships with coworkers, members, providers, and customers.
Competence in navigating cross-functional collaboration in complex organizational structures.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office and relevant software tools.

Preferred Qualifications

Experience in management or leadership roles.
Familiarity with systems and tools including Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM platforms, Verint, video conferencing, CVS Caremark, and Availity.
Background in managed care or healthcare sectors.
Possession of a broker or health insurance license.

Compensation and Additional Information

The position offers an annual salary range between $37,137 and $80,465, variable based on location, experience, education, and skill level.
Molina Healthcare provides a comprehensive benefits and compensation package.
Employment is equal opportunity inclusive (M/F/D/V).

Supervisor, Support Center Operations (Remote, CST Preferred)