Supervisor, Support Center Operations

Molina Healthcare•Long Beach, CA

About The Position

Leads and supervises a team 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 delivering product and service information, identifying opportunities to improve the member and provider experience, and supporting continuous quality improvement initiatives related to engagement and retention. The supervisor oversees service quality, escalations, complex member inquiries, compliance, team development, and achievement of department goals. The role also supports programs, projects, and initiatives that address member and provider needs and models Molina’s mission, vision, and values.

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 and 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.

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 service meets Molina goals, policies, procedures, and regulatory requirements, and supporting performance and financial outcomes.
Manage departmental escalations by ensuring accountability, urgency, communication, and follow-through to resolution.
Address complex member inquiries concerning 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.
Meet individual performance goals related to call center objectives and model personal responsibility and accountability.
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 the company culture through daily actions.
Hire, train, develop, and manage the team; ensure accountability for team performance and department-specific goals.
Develop support center representatives and guide them in delivering quality health care and customer service to underserved populations.