Supervisor, Member Services - Remote

Molina Healthcare; Boise (ID); Remote; USD 77,000 - 97,000; Full time

Job summary

A leading healthcare company in Boise, Idaho is seeking a Customer Support Supervisor to provide outstanding service and manage a team effectively. The ideal candidate will have 3-5 years of call center experience and 1-2 years in a supervisory role. The role includes resolving complex issues and achieving call center performance goals while upholding regulatory compliance. This position offers a competitive salary range of $77,969 - $96,558 annually.

Qualifications

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

Responsibilities

• Supervises a team of employees, trains and manages performance.
• Manages escalations ensuring accountability and communication.
• Addresses complex member inquiries and provides exemplary service.
• Achieves performance goals related to call center objectives.

Skills

Customer support

Supervisory skills

Problem solving

Communication skills

Compliance knowledge

Education

Associate degree or equivalent

Bachelor's Degree (preferred)

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.