Job Overview

We are seeking dedicated and experienced individuals to enhance our contact center service for both new and existing members as well as our provider network. This role is pivotal, aiming to provide exceptional support related to a variety of service needs, including inquiries about benefits, billing, service requests, feedback, and handling complaints. Your mission will be to resolve member and provider concerns efficiently and equitably, while also supplying valuable information regarding our products and services. You will play a key role in identifying opportunities to grow our membership by elevating the overall experience for our members and providers, as well as recommending programs to better serve their needs. A strong understanding of the Health Plans and how they can achieve their service and compliance objectives will be essential.

Your responsibilities include overseeing contact center operations across all lines of business (LOBs), involving both inbound and outbound services. The ideal candidate will have prior leadership experience in a contact center setting within the healthcare or managed care sector.

Key Responsibilities

As a senior leader, you will guide multiple-site Member and Provider Contact Centers to ensure that we deliver outstanding service that aligns with Molina’s policies and procedures. You will be responsible for achieving top-tier results across various sites and lines of business by effectively managing Directors and/or Regional Directors dedicated to serving our members and providers. You’ll lead a professional team equipped to address all service inquiries authentically and effectively. Together, you’ll ensure that accurate information is consistently communicated regarding products and services, while proactively seeking ways to boost membership through improved experiences. In collaboration with Health Plan, Product, Marketing, ePMO, and IT teams, you will work towards enhancing the support provided to our members and providers.

• Model Molina’s vision and values, fostering a culture of positivity and excellence.

• Provide dynamic leadership to the Contact Center management team and staff.

• Cultivate a strong focus on delivering high-quality healthcare services to underserved populations.

• Oversee all aspects of Member and Provider Contact Center operations, ensuring synergy with other departments while building a cohesive internal team.

• Strive to meet and surpass KPIs related to productivity and service quality while implementing innovative strategies for continuous improvement.

• Champion process improvements to maintain performance and quality standards.

• Participate in various audits (state, federal, internal, NCQA, and HEDIS) as relevant.

• Deliver exceptional customer service to all stakeholders, including members, vendors, providers, governmental bodies, and business partners.

• Embody and promote Molina’s cultural values in everyday interactions.

• Provide support to Senior Leadership to drive organizational goals.

• Focus on enhancing efficiencies while retaining our commitment to quality and culture.

• Advocate for your teams and internal clients.

• Manage budget goals effectively.

• Present compelling business cases to various leadership levels and frontline staff.

• Simplify complex issues into understandable solutions with actionable recommendations.

• Demonstrate expertise in standard call center technologies, including telephony, IVR, CRM, QNXT, and CTI.

• Exhibit a thorough understanding of Quality programs and areas for improvement.

Required Qualifications

Education

A Graduate Degree or a combination of education and relevant experience.

Experience

Over 15 years in Contact Center Management with documented leadership successes in medium to large contact centers, managing multiple layers of people managers. Proven ability to thrive in a matrixed environment, with strong collaboration and communication skills.

Preferred Qualifications

Education

A Graduate Degree or an equivalent mix of education and experience.

Experience

A minimum of 10 years in the Healthcare industry.

For current Molina employees interested in this position, please apply through our internal job listing portal.

Molina Healthcare provides a competitive compensation and benefits package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Salary Range: $140,795 – $274,550 / ANNUAL

Compensation may vary based on geographical location, work experience, education, and skill level.