Job Details

Supervisor, Member Services - Remote role at Molina Healthcare

Job Description

Provide exceptional customer support and stellar service to meet the needs of our Molina members and providers. Resolve issues and address needs fairly and effectively while demonstrating Molina values in your actions. Provide product and service information and identify opportunities to improve member and provider experiences.

Responsibilities

• Provide customer support and stellar service to meet the needs of our Molina members and providers.
• Resolve issues and address needs fairly and effectively, while demonstrating Molina values in actions.
• Provide product and service information and identify opportunities to improve member and provider experiences.
• Supervise a team of employees, training, coaching, monitoring, and managing performance to meet or exceed expectations.
• Effectively manage escalations within the department, ensuring appropriate accountability, urgency, communication, and follow‑through to closure.
• Ensure compliance with contractual and regulatory requirements.
• Address more complex member inquiries, questions, and concerns in enrollment, claims, benefit interpretation, and referrals/authorizations for medical care.
• Provide exemplary customer service to members, co‑workers, vendors, providers, government agencies, business partners, and the general public.
• Achieve individual performance goals related to call center objectives.
• Demonstrate personal responsibility and accountability, leading by example through individual performance.
• Support projects and special initiatives as appropriate.

Knowledge, Skills & Abilities

• Strong supervisory skills, coaching, and performance management.
• Excellent communication and problem‑solving skills.
• Understanding of call center operations and metrics.

Qualifications

• Required Education: Associate degree or equivalent combination of education and experience.
• Required Experience: 3-5 years in a call center environment and 1-2 years supervisory experience.
• Preferred Education: Bachelor's degree or equivalent combination of education and experience.
• Preferred Experience: 5-7 years in a related field.

Pay Range

Pay Range: $77,969 - $96,558 per annum

Actual compensation may vary based on geographic location, work experience, education and/or skill level.

Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.