Supervisor, Support Center Operations - Remote (Bilingual Spanish) PST Hours

Job Summary

Provides customer support and stellar service to meet the needs of our Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions. Provides product and service information and identifies opportunities to improve our member and provider experiences.

Knowledge / Skills / Abilities

Supervises a team of employees. Trains, coaches, monitors, and manages the teams performance to meet or exceed company and department performance expectations. Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure. Ensures compliance with contractual and regulatory requirements. Addresses more complex member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals / authorizations for medical care. Provides exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public. Achieves individual performance goals as it relates to call center objectives. Demonstrates personal responsibility and accountability and leads by example through individual performance. Support projects and special initiatives as appropriate.

Job Qualifications

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