Supervisor, Support Center Operations PST

Molina Healthcare•Long Beach, CA

21h

About The Position

Leads and supervises the team responsible for providing support center customer service to Molina members and providers. Ensures issues and needs are addressed fairly and effectively and in alignment with Molina values. Is accountable for delivery of 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. This is a closing-shift role working Pacific Time hours, approximately 11:30/11:45 a.m. to 8:00/8:15 p.m. During Open Enrollment (October–March), the schedule includes rotating weekends. After Open Enrollment, the schedule transitions to Monday–Friday.

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 an 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, including the ability to manage simultaneous projects and tasks to meet internal deadlines.
Ability to maintain confidentiality and comply with HIPAA.
Ability to establish and maintain positive and effective work relationships with coworkers, members, providers, and customers.
Ability to work cross-functionally in a highly matrixed organization.
Strong verbal and written communication skills.
Proficiency with Microsoft Office and applicable software programs.

Nice To Haves

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

Responsibilities

Lead and oversee the member and provider support center, ensuring service follows Molina goals, objectives, policies, procedures, and regulatory requirements, and maintain accountability for performance and financial outcomes.
Manage departmental escalations by ensuring accountability, urgency, communication, and follow-through through resolution.
Address complex member inquiries and concerns involving enrollment, claims, benefit interpretation, and medical-care referrals or authorizations.
Provide customer service to members, coworkers, vendors, providers, government agencies, business partners, and the general public.
Meet individual performance goals related to call center objectives and demonstrate personal accountability and leadership by example.
Ensure compliance with contractual and regulatory requirements.
Recommend and implement programs that support member and provider needs.
Support projects and special initiatives as appropriate.
Model Molina's mission, vision, and values and foster a positive organizational culture.
Hire, train, develop, and manage the team; ensure team performance and achievement of department-specific goals.
Develop support center representatives to deliver excellent health care and customer service to underserved populations.