Manager, Support Center Operations - Remote (Must Reside in Nevada)

• Provides leadership and oversight for the member and provider support center; ensures exemplary service is delivered according to Molina goals/objectives/policies/procedures and regulatory requirements, and demonstrates accountability for performance and financial outcomes.
• Provides exemplary customer service to members, co-workers, vendors, providers, government agencies, business partners and the general public.
• Assists representatives with questions and escalated calls; recognizes trends and patterns in call types and engages leadership with suggested solutions.
• Identifies new opportunities for process development to improve support center operations and the member/provider experience.
• Recommends and implements programs to support member and provider needs.
• Develops and implements interventions to address deficiencies and negative trends.
• Provides technical expertise and handles escalated calls.
• Supports training needs of departmental employees.
• Ensures compliance with state and regulatory requirements.
• Collaborates with leadership and cross-functionally to coordinate problem-solving in an effective and timely manner.
• Achieves individual performance goals as it relates to call center objectives.
• Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.
• Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.
• Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.
• Models dynamic leadership for support center leaders and representatives; develops team to focus on delivering great health care/customer service to underserved populations.

• At least 7 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, including 5 years of call center experience, or equivalent combination of relevant education and experience.
• At least 3-5 year of management/leadership experience.
• Strong customer service skills.
• Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes.
• Organizational and time-management skills, and ability to manage simultaneous projects and tasks to meet internal deadlines.
• Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Ability to work cross-functionally across a highly matrixed organization.
• Strong verbal and written communication skills.
• Microsoft Office suite and applicable software programs proficiency., * Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
• Managed care/health care experience.
• Broker/health insurance license.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V

Pay Range: $49,430.25 - $107,098.87 / ANNUAL