Supervisor, Member Services (Remote)

Molina Healthcare; Washington (IA); Remote; USD 77,000 - 97,000; Full time

Job summary

Molina Healthcare is seeking a Call Center Supervisor to provide exceptional customer service and manage a team effectively. This role requires strong supervisory skills, a commitment to compliance, and the ability to handle complex inquiries while meeting performance expectations. Ideal candidates will have a background in call center operations with a proven record of achieving goals.

Qualifications

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

Responsibilities

• Supervises a team, providing training and performance management.
• Manages escalations ensuring accountability and communication.
• Addresses complex member inquiries regarding various services.

Skills

Customer service

Supervisory skills

Team management

Compliance

Education

Associate degree

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.

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.