Lead, Support Center - Remote (Must reside in FL)

Molina Healthcare•Long Beach, FL

3d•Remote

About The Position

The Lead, Support Center provides lead-level customer service to Molina members and providers, resolving issues and addressing needs fairly and effectively while demonstrating Molina values. The role provides product and service information, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to engagement and retention. This position manages complex member and provider issues and escalations, works across teams to achieve timely resolutions, and provides technical expertise and mentoring to support center representatives. Service is provided through channels such as phone, chat, and email, with additional administrative off-phone work supporting Medicaid, Medicare, and/or Marketplace lines of business across multiple states and products. The position is remote and requires residence in Florida. The stated schedule is Monday through Friday, 11:30 a.m. to 8:00 p.m. EST, with flexibility to work weekends based on business needs.

Requirements

At least 4 years of customer service, call center, and/or sales experience in a fast-paced, high-volume environment, or an equivalent combination of relevant education and experience.
Understanding of insurance products, including Medicaid, Medicare, and Marketplace enrollment processes.
Customer service skills, including the ability to conduct thorough research while maintaining coherent conversations with customers.
Data processing experience.
Attention to detail, organizational and time-management skills, and the ability to manage simultaneous tasks to meet business needs.
Ability to maintain confidentiality and comply with HIPAA.
Ability to establish and maintain positive and effective work relationships with coworkers, members, providers, and customers.
Effective verbal and written communication skills.
Proficiency in Microsoft Office and applicable software programs.
Must reside in Florida.
Must be flexible to work weekends due to business needs.

Nice To Haves

Systems training or experience with Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, or Availity.
Call center experience.
Managed care or health care experience.
Broker or health insurance license.

Responsibilities

Manage and resolve complex member and provider support center issues and escalations, ensuring accountability, urgency, communication, and follow-through through closure.
Collaborate with peers, leadership, and other departments to resolve member and provider issues effectively and promptly.
Provide technical expertise to coworkers and handle elevated escalations.
Support members and/or providers through phone, chat, email, and other administrative off-phone duties across multiple states and products, including Medicaid, Medicare, and/or Marketplace lines of business.
Provide exemplary customer service to members, providers, coworkers, vendors, government agencies, business partners, and the general public.
Assist representatives with questions and escalated support center communications across multiple states and/or products.
Recognize patterns and trends in call types and engage leadership with suggested solutions.
Accurately document all support center communications.
Achieve individual performance goals related to support center objectives.
Meet attendance and schedule-adherence expectations.
Train, mentor, and support new and existing support center representatives.