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

Molina Healthcare•United States,

4d•$15 - $32•Remote

About The Position

Provides lead-level support center customer service to meet the needs of Molina members and providers. Resolves issues and addresses needs fairly and effectively while demonstrating Molina values. Provides product and service information, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to member/provider engagement and retention. The role handles complex issues and escalations, provides technical expertise and service support across multiple communication channels and business lines, and assists with training and mentoring support center representatives. The position is remote and requires residence in Florida. Scheduled hours are Monday through Friday, 11:30 a.m. to 8:00 p.m. EST, with flexibility to work weekends as business needs require.

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 working relationships with coworkers, members, providers, and customers.
Effective verbal and written communication skills.
Proficiency in Microsoft Office suite and applicable software programs.
Must reside in Florida.
Flexibility 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, ensuring escalations receive appropriate accountability, urgency, communication, and follow-through to 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 providers by phone, chat, email, and other channels, as well as through administrative off-phone duties for 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; identify trends and patterns in call types and bring suggested solutions to leadership.
Accurately document support center communications.
Achieve individual performance goals related to support center objectives.
Meet attendance and schedule-adherence expectations.
Provide training, mentoring, and support to new and existing support center representatives.