Supervisor, Support Center Operations - remote

Molina Healthcare•Long Beach, CA

5h•Remote

About The Position

The Supervisor, Support Center Operations – Concierge & Service Recovery Team provides operational leadership and oversight for Medicaid Concierge and Service Recovery activities. The role supports specialized member assistance through effective case management, timely follow-up, consistent workflows, and resolution of complex member concerns. The Supervisor partners with frontline teams, leadership, and cross-functional stakeholders to support operational readiness, identify service barriers, and improve processes affecting the member experience.

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, with 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, effective working 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.
Strong leadership, communication, and organizational skills.
Strong problem-solving and critical-thinking abilities.
Knowledge of customer service, member experience, and service recovery practices.
Ability to manage multiple priorities and complex member issues.
Experience analyzing data, operational workflows, and reporting.
Ability to identify operational trends and process-improvement opportunities.
Strong collaboration skills and demonstrated accountability, follow-through, and member-centered service.

Nice To Haves

Management or leadership experience.
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

Oversee daily Concierge and Service Recovery operations, including case assignment, ownership, aging, and follow-up.
Ensure complex member concerns are appropriately managed through resolution.
Guide frontline staff and supervisors on Service Recovery workflows, processes, and expectations.
Monitor operational dashboards and reports to identify outstanding work, trends, and improvement opportunities.
Support implementation and ongoing development of Service Recovery workflows, processes, and operational resources.
Identify operational barriers and collaborate with appropriate partners to resolve them.
Participate in Service Recovery readiness, program development, and continuous improvement initiatives.
Partner cross-functionally to improve member experience and strengthen service recovery processes.
Communicate operational updates, workflow changes, and trends to leadership and frontline teams.
Promote accountability, consistent case ownership, and timely member follow-up.