Manager, Support Center Operations - Remote (Must Reside in Nevada)

Molina Healthcare•Long Beach, NV

1d•Remote

About The Position

Leads and manages a team responsible for providing excellent customer service to Molina members and providers. Ensures issues are addressed fairly and effectively, in alignment with Molina values. Demonstrates accountability for delivering product and service information, identifying opportunities to improve the member and provider experience, and supporting continuous quality improvement initiatives related to member/provider engagement and retention.

Requirements

At least 7 years of customer service, call center, and/or sales experience in a fast-paced/high-volume environment, including 5 years of call center experience, or equivalent combination of relevant education and experience.
At least 3-5 years of management/leadership experience.
Strong customer service skills.
Understanding of insurance products including Medicaid, Medicare, and Marketplace/enrollment processes.
Organizational and time-management skills, and ability to manage simultaneous projects and tasks to meet internal deadlines.
Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
Ability to establish and maintain positive and effective work relationships with coworkers, members, providers, and customers.
Ability to work cross-functionally across a highly matrixed organization.
Strong verbal and written communication skills.
Microsoft Office suite and applicable software programs proficiency.
Must reside in Nevada.

Nice To Haves

Systems training/experience for the following: Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
Managed care/healthcare experience.
Broker/health insurance license.

Responsibilities

Provides leadership and oversight for the member and provider support center, ensuring exemplary service delivery according to Molina goals, objectives, policies, procedures, and regulatory requirements. Demonstrates accountability for performance and financial outcomes.
Provides exemplary customer service to members, co-workers, vendors, providers, government agencies, business partners, and the general public.
Assists representatives with questions and escalated calls, recognizing trends and patterns in call types and engaging leadership with suggested solutions.
Identifies new opportunities for process development to improve support center operations and the member/provider experience.
Recommends and implements programs to support member and provider needs.
Develops and implements interventions to address deficiencies and negative trends.
Provides technical expertise and handles escalated calls.
Supports training needs of departmental employees.
Ensures compliance with state and regulatory requirements.
Collaborates with leadership and cross-functionally to coordinate problem-solving effectively and in a timely manner.
Achieves individual performance goals related to call center objectives.
Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.
Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision, and values in daily actions.
Hires, trains, develops, and manages the team, demonstrating accountability for team performance and achievement of department-specific goals.
Models dynamic leadership for support center leaders and representatives, developing the team to focus on delivering great healthcare/customer service to underserved populations.