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

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    "ExternalDescriptionStr": "<p>JOB DESCRIPTION Job Summary</p>\n<p>Leads and manages team responsible for provision of support center customer service excellence to meet the needs of Molina members and providers. &nbsp;Ensures issues and needs are addressed fairly and effectively, and in alignment with Molina values. &nbsp;Demonstrates accountability for delivery of product and service information, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to member/provider engagement and retention.</p>\n<p>&nbsp;</p>\n<p><strong>Essential Job Duties</strong></p>\n<p>• 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. &nbsp;<br>\n  • Provides exemplary customer service to members, co-workers, vendors, providers, government agencies, business partners and the general public.<br>\n  • Assists representatives with questions and escalated calls; recognizes trends and patterns in call types and engages leadership with suggested solutions.&nbsp;<br>\n  • Identifies new opportunities for process development to improve support center operations and the member/provider experience.<br>\n  • Recommends and implements programs to support member and provider needs.<br>\n  • Develops and implements interventions to address deficiencies and negative trends.<br>\n  • Provides technical expertise and handles escalated calls.<br>\n  • Supports training needs of departmental employees.<br>\n  • Ensures compliance with state and regulatory requirements.<br>\n  • Collaborates with leadership and cross-functionally to coordinate problem-solving in an effective and timely manner.<br>\n  • Achieves individual performance goals as it relates to call center objectives.<br>\n  • Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.<br>\n  • Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.<br>\n  • Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.<br>\n  • Models dynamic leadership for support center leaders and representatives; develops team to focus on delivering great health care/customer service to underserved populations.<br>\n  &nbsp;</p>\n<p><strong>Required Qualifications</strong></p>\n<p>• 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.<br>\n  • At least 3-5 year of management/leadership experience.<br>\n  • Strong customer service skills.<br>\n  • Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes.<br>\n  • Organizational and time-management skills, and ability to manage simultaneous projects and tasks to meet internal deadlines.<br>\n  •&nbsp;Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).<br>\n  •&nbsp;Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.<br>\n  •&nbsp;Ability to work cross-functionally across a highly matrixed organization.<br>\n  • Strong verbal and written communication skills. &nbsp;<br>\n  • Microsoft Office suite and applicable software programs proficiency.<br>\n  &nbsp;</p>\n<p><strong>Preferred Qualifications</strong></p>\n<p>• Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.<br>\n  • Managed care/health care experience.<br>\n  • Broker/health insurance license.<br>\n  &nbsp;</p>\n<p>&nbsp;</p>\n<p>To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.<br><br>\n  Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V</p>",
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