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

Job description

JOB DESCRIPTION Job Summary Leads and manages team responsible for provision of support center customer service excellence to meet the needs of Molina members and providers. Ensures issues and needs are addressed fairly and effectively, and in alignment with Molina values. 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. Essential Job Duties: - 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 su...