Supervisor, Member Services (Remote)

Molina Healthcare; Michigan; Remote; USD 77,000 - 97,000; Full time

Job summary

Molina Healthcare is seeking a Call Center Supervisor to deliver outstanding customer service and manage a team effectively. This position requires a proven track record in a call center environment, strong leadership skills, and the ability to handle complex inquiries. Ideal candidates will possess an associate degree or higher and have supervisory experience.

Qualifications

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

Responsibilities

• Supervises a team of employees and manages performance.
• Addresses complex member inquiries in various areas.
• Ensures compliance with contractual and regulatory requirements.

Skills

Customer support

Team management

Communication

Problem-solving

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.
  
  

Knowledge/Skills/Abilities

• 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.