Manager, Member Services

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

Manages member services operations. Ensures compliance with state and regulatory requirements. Identifies new opportunities for process development. Develops and implements interventions to address deficiencies and negative trends. Provides exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and the general public. Work with coworkers, management, and other departments to help coordinate problem solving in an effective and timely manner. Provide technical expertise to co-workers and handles elevated calls. Provides exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public. Assists agents with questions and escalated calls. Recognizes trends and patterns in call types and engages leadership with suggested solutions. Achieves individual performance goals as it relates to call center objectives. Assists with training needs of employees as needed. Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.

Job Qualifications

Required Education: Bachelor's Degree or equivalent combination of education and experience. Required Experience: 5-7 years. Preferred Education: Graduate Degree or equivalent combination of education and experience. Preferred Experience: 7-9 years.