Director, Member Experience & Support Excellence

Molina Healthcare; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Molina Healthcare seeks a senior leader to direct the member and provider support center, ensuring service excellence and strategic retention efforts. You will oversee teams, resolve inquiries, and coordinate cross-functional actions to improve member experience.

Required are 8+ years in customer service with 3+ years in management, strong communication, and knowledge of Medicaid/Medicare enrollment processes. The role emphasizes adherence to HIPAA and Molina values.

Qualifications

• At least 8 years in customer service/call center or sales in a fast-paced environment, incl. 7 years call center experience.
• At least 3 years of management/leadership experience.
• Strong customer service skills and knowledge of Medicaid/Medicare marketplace enrollment.
• Ability to manage multiple projects and meet deadlines; HIPAA compliance required.
• Excellent verbal and written communication; proficient with Microsoft Office and related software.

Responsibilities

• Provide leadership for the member and provider support center and ensure service excellence.
• Direct and oversee teams delivering member/provider support and issue resolution.
• Coordinate accurate product information and identify opportunities to improve member experience.
• Drive improvements to meet productivity and quality KPIs; participate in audits as applicable.
• Model Molina values and foster a culture of exceptional customer service.

Skills

Customer service

Leadership

Communication

HIPAA

Time management

Cross-functional collaboration

Microsoft Office

Insurance products knowledge

Job description

Molina Healthcare seeks a senior leader to direct the member and provider support center, ensuring service excellence and strategic retention efforts. You will oversee teams, resolve inquiries, and coordinate cross-functional actions to improve member experience.

Required are 8+ years in customer service with 3+ years in management, strong communication, and knowledge of Medicaid/Medicare enrollment processes. The role emphasizes adherence to HIPAA and Molina values.