Molina Healthcare
Supervisor, Support Center Operations - PST hours
United States
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About the role
- Ensures issues and needs are addressed fairly and effectively, and in alignment with Molina values.
- Addresses more complex member inquiries, questions and concerns in all related areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care.
- Achieves individual performance goals as it relates to call center objectives.
Responsibilities
- Leads and supervises team responsible for provision of support center customer service excellence to meet the needs of Molina members and providers.
- Provides leadership and oversight for the member and provider support center
- Recommends and implements programs to support member and provider needs.
- Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow-through to closure.
- Provides exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public.
- Demonstrates personal responsibility and accountability and leads by example through individual performance.
- Supports projects and special initiatives as appropriate.
- Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.
Requirements
- Ability to work cross-functionally across a highly matrixed organization.
- Microsoft Office suite and applicable software programs proficiency.
Nice to have
- Management/leadership experience.
- Systems training/experience for the following: Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
- To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.
Compensation
- Molina Healthcare offers a competitive benefits and compensation package.
Benefits
- Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.
- Models dynamic leadership for support center representatives; develops team to focus on delivering great health care/customer service to underserved populations.
This listing is sourced directly from Molina Healthcare's careers page and normalized into a canonical job model.