Supervisor, Support Center Operations - PST hours

Molina Healthcare•Long Beach, CA

About The Position

Leads and supervises a team responsible for providing support center customer service to Molina members and providers. Ensures issues and needs are addressed fairly and effectively in alignment with Molina values. Is accountable for delivery of product and service information, identifies opportunities to improve member and provider experience, and supports continuous quality improvement initiatives related to engagement and retention. This is a closing-shift role with PST hours, scheduled 11:30/11:45 a.m.–8:00/8:15 p.m. and rotating weekends during Open Enrollment (October–March). 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 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 in Microsoft Office suite 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

Provide leadership and oversight for the member and provider support center, ensuring service meets Molina goals, objectives, policies, procedures, and regulatory requirements, and being accountable for performance and financial outcomes.
Manage departmental escalations with appropriate accountability, urgency, communication, and follow-through through resolution.
Address complex member inquiries and concerns involving enrollment, claims, benefit interpretation, and referrals or authorizations for medical care.
Provide customer service to members, coworkers, vendors, providers, government agencies, business partners, and the general public.
Achieve individual performance goals related to call center objectives.
Demonstrate personal responsibility and accountability and lead by example through individual performance.
Ensure compliance with contractual and regulatory requirements.
Recommend and implement programs to support member and provider needs.
Support projects and special initiatives as appropriate.
Model Molina's mission, vision, and values and build 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 quality health care and customer service to underserved populations.