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# Lead, Support Center - Remote (Must reside in FL)

- **Company:** Molina Healthcare
- **Location:** St. Petersburg, FL, United States
- **Experience:** Expert
- **Salary:** $30,701.0 - $66,498.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Office, Salesforce.Com, Pega, Data Processing, Genesys, Marketplace, QNXT
- **Published:** October 25, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f1b55e002bf0752c

## About the Role

* At least 4 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience.
 * Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes.
 * Customer service skills, including ability to conduct thorough research while maintaining coherent conversation with customers.
 * Data processing experience.
 * Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
 * 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.
 * Effective verbal and written communication skills.
 * Proficiency in Microsoft Office suite and applicable software programs.

Preferred Qualifications

 * Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
 * Call center experience.
 * Managed care/health care experience.
 * Broker/health insurance license.

## Description

* Manages and resolves complex member/provider support center issues; effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow-through to closure.
 * Collaborates with peers, leadership, and other departments to resolve member/provider issues in an effective and timely manner.
 * Provides technical expertise to co-workers and handles elevated escalations; provides service support to members and/or providers using one or more support center communication channels serving multiple states and/or products including but not limited to: phone, chat and email, in addition to other administrative off phone duties supporting Medicaid, Medicare and/or Marketplace lines of business.
 * Provides exemplary customer service to customers including members, providers, co-workers, vendors, providers, government agencies, business partners, and the general public.
 * Assists representatives with questions and escalated support center communication channels across multiple states and/or products; recognizes trends and patterns in call types and engages leadership with suggested solutions.
 * Accurately documents all support center communication channels.
 * Achieves individual performance goals as it relates to support center objectives.
 * Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.
 * Provides training, mentoring, and support to new and existing support center representatives.