Supervisor, Member Services - Remote

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

Job summary

A leading healthcare provider is seeking a Customer Support Supervisor in Santa Fe, New Mexico. The position requires 3-5 years of call center experience and 1-2 years in a supervisory role. Responsibilities include supervising a team, managing escalations, and ensuring compliance with regulations. The company offers a competitive benefits package and values equal opportunity in the workplace.

Qualifications

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

Responsibilities

• Supervises a team of employees.
• Effectively manages escalations within the department.
• Ensures compliance with Contractual and Regulatory requirements.
• Addresses more complex member inquiries.
• Provides exemplary customer service.
• Achieves individual performance goals.
• Demonstrates personal responsibility and accountability.

Skills

Customer support

Team management

Problem resolution

Communication

Education

Associate degree or equivalent

Bachelor's Degree or equivalent

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.