Supervisor, Support Center Operations (Remote, CST Preferred)

Molina Healthcare•Long Beach, CA

21h•Remote

About The Position

Leads and supervises a team responsible for providing excellent customer service in the support center to meet the needs of Molina members and providers. Ensures issues and needs are addressed fairly and effectively, in alignment with Molina values. Demonstrates accountability for delivering 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.

Requirements

At least 5 years of customer service, call center, and/or sales experience in a fast-paced/high-volume environment, including 3 years of call center experience, or equivalent combination of relevant education and 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.

Nice To Haves

Management/leadership experience.
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 is delivered according to Molina goals, objectives, policies, procedures, and regulatory requirements. Demonstrates accountability for performance and financial outcomes.
Effectively manages escalations within the department by ensuring appropriate accountability, a sense of urgency, communication, and follow-through to closure.
Addresses complex member inquiries, questions, and concerns in all related areas, including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care.
Provides exemplary customer service to customers, including members, co-workers, vendors, providers, government agencies, business partners, and the general public.
Achieves individual performance goals as they relate to call center objectives.
Demonstrates personal responsibility and accountability, and leads by example through individual performance.
Ensures compliance with contractual and regulatory requirements.
Recommends and implements programs to support member and provider needs.
Supports projects and special initiatives as appropriate.
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 representatives, developing the team to focus on delivering great healthcare/customer service to underserved populations.