Supervisor, Center Operations

Position: Supervisor, Support Center Operations
JOB DESCRIPTION

Job Summary

 Leads and supervises team responsible for provision of support center customer
 service excellence to meet the needs of Molina members and providers.  Ensures
 issues and needs are addressed fairly and effectively, and in alignment with
 Molina values.  Demonstrates accountability 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.

 Essential

Job Duties

• Provides leadership and oversight for the member and provider support center;
 ensures exemplary service is delivered according to Molina
 goals/objectives/policies/procedures and regulatory requirements, and
 demonstrates accountability for performance and financial outcomes.  
 
• Effectively manages escalations within the department by ensuring appropriate
 accountability, sense of urgency, communication and follow-through to closure.
 
• Addresses more complex member inquiries, questions and concerns in all related
 areas including enrollment, claims, benefit interpretation, and
 referrals/authorizations for medical care.
 
• Provides exemplary customer service to customers including members,
 co-workers, vendors, providers, government agencies, business partners, and
 general public.
 
• Achieves individual performance goals as it relates to call center objectives.
 
• Demonstrates personal responsibility and accountability and leads by example
 through individual performance.
 
• Ensures compliance with contractual and regulatory requirements.
 
• Recommends and implements programs to support member and provider needs.
 
• Supports projects and special initiatives as appropriate.
 
• Sets a positive example for others and builds the Molina culture by modeling
 the Molina mission, vision and values in daily actions.
 
• Hires, trains, develops and manages team; demonstrates accountability for team
 performance and achievement of department-specific goals.
 
• Models dynamic leadership for support center representatives; develops team to
 focus on delivering great health care/customer service to underserved
 populations.

Required Qualifications

• 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 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, and ability to manage simultaneous
 projects and tasks to meet internal deadlines.
 
• Ability to maintain confidentiality and comply with the Health Insurance
 Portability and Accountability Act (HIPAA).
 
• Ability to establish and maintain positive and effective work relationships
 with coworkers, members, providers and customers.
 
• Ability to work cross-functionally across a highly matrixed organization.
 
• Strong verbal and written communication skills.  
 
• Microsoft Office suite and applicable software programs proficiency.

Preferred Qualifications

* Management/leadership experience
  
* Systems training/experience for the following:
Microsoft Office, Microsoft
    Teams, Genesys, Salesforce, PEGA, QNXT, CRM, Verint, video conferencing, CVS
    Caremark, Availity
  
* Managed care/health care experience
  
* Broker/health insurance license
  
* Bilingual Spanish

 To all current Molina employees:
If you are interested in applying for this
 position, please apply through the Internal Job Board.

 Molina Healthcare offers a competitive benefits and compensation package. Molina
 Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V