Supervisor, Member Services (Remote)

Lensa; Tampa (FL); Remote; USD 77,000 - 97,000; Full time

Job summary

A leading company is seeking a Call Center Senior Representative to provide outstanding support and service to members from a remote setting. The role involves supervising a team, resolving member inquiries, and ensuring compliance with regulations while demonstrating an understanding of customer needs. Ideal candidates should have at least 3-5 years of call center experience, with preference given to those with supervisory backgrounds. This position offers a competitive salary and benefits package.

Qualifications

• 3-5 years experience in a call center environment.
• 1-2 years supervisory experience.
• Preferred: 5-7 years experience.

Responsibilities

• Provides customer support and service to meet the needs of members.
• Resolves complex inquiries and manages escalations.
• Ensures compliance with contractual and regulatory requirements.

Skills

Customer Service

Supervision

Communication

Problem Solving

Education

Associate degree

Bachelor's Degree (Preferred)

Job description

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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.

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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...