Supervisor, Support Center Operations

Molina Healthcare•United States,

7d•$37,138 - $80,465

About The Position

Leads and supervises the team responsible for providing customer service through the member and provider support center. Ensures that member and provider 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.

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 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 with Microsoft Office and applicable software programs.

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

Lead and oversee the member and provider support center, ensuring exemplary service in accordance with Molina goals, objectives, policies, procedures, and regulatory requirements.
Be accountable for performance and financial outcomes.
Manage departmental escalations, ensuring accountability, urgency, communication, and follow-through to resolution.
Address complex member inquiries and concerns involving enrollment, claims, benefit interpretation, and referrals or authorizations for medical care.
Provide exemplary 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.
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 its culture through daily actions.
Hire, train, develop, and manage the team; ensure team performance and achievement of department-specific goals.
Provide dynamic leadership to support center representatives and develop the team to deliver quality health care and customer service to underserved populations.