Supervisor, Member Services - Remote

Molina Healthcare; Albuquerque (NM); Remote; USD 77,000 - 97,000; Full time

Job summary

A healthcare provider is seeking a Customer Support Supervisor to lead a team and ensure exceptional service to members and providers. The ideal candidate possesses strong leadership skills, has experience in a call center environment, and a keen ability to resolve complex issues effectively. This position offers a salary between $77,969 and $96,558 annually and supports projects aimed at improving member experiences.

Benefits

Competitive benefits and compensation package

Qualifications

• 3-5 years’ experience in a call center environment.
• 1-2 years of supervisory experience.

Responsibilities

• Supervises a team of employees and manages their performance.
• Handles escalations and ensures accountability.
• Ensures compliance with regulatory requirements.
• Addresses complex member inquiries and provides exemplary customer service.
• Achieves individual performance goals.
• Supports projects and special initiatives.

Skills

Customer support

Team leadership

Problem-solving

Communication

Accountability

Education

Associate degree

Bachelor's Degree

Job description

Job Description

Job Summary

• Provides customer support and stellar service to meet the needs of our Molina members and providers.

• Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions.

• Provides product and service information and identifies opportunities to improve our member and provider experiences.

Responsibilities

• Supervises a team of employees. Trains, coaches, monitors, and manages the team’s performance to meet or exceed company and department performance expectations.

• Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.

• Ensures compliance with Contractual and Regulatory requirements.

• Addresses more complex member inquiries, questions and concerns in all 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.

• Support projects and special initiatives as appropriate.

Job Qualifications

Required Education

Associate degree or equivalent combination of education and experience

Required Experience

• 3-5 years’ experience in a call center environment

• 1-2 years supervisory experience

Preferred Education

Bachelor's Degree or equivalent combination of education and experience

Preferred Experience

5-7 years

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

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

Pay Range: $77,969 - $96,558 / ANNUAL

*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.