Lead, Support Center

JOB DESCRIPTION Job Summary Provides lead level support center customer service excellence to meet the needs of Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values. Provides 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 u2022 Manages and resolves complex member/provider support center issues; effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow-through to closure. u2022 Collaborates with peers, leadership, and other departments to resolve member/provider issues in an effective and timely manner. u2022 Provides technical expertise to co-workers and handles elevated escalations; provides service support to members and/or providers using one or more support center communication channels serving multiple states and/or products including but not limited to: phone, chat and email, in addition to other administrative off phone duties supporting Medicaid, Medicare and/or Marketplace lines of business. u2022 Provides exemplary customer service to customers including members, providers, co-workers, vendors, providers, government agencies, business partners, and the general public. u2022 Assists representatives with questions and escalated support center communication channels across multiple states and/or products; recognizes trends and patterns in call types and engages leadership with suggested solutions. u2022 Accurately documents all support center communication channels. u2022 Achieves individual performance goals as it relates to support center objectives. u2022 Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations. u2022 Provides training, mentoring, and support to new and existing support center representatives. Required Qualifications u2022 At least 4 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience. u2022 Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes. u2022 Customer service skills, including ability to conduct thorough research while maintaining coherent conversation with customers. u2022 Data processing experience. u2022 Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs. u2022 Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA). u2022 Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers. u2022 Effective verbal and written communication skills. u2022 Proficiency in Microsoft Office suite and applicable software programs. Preferred Qualifications u2022 Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity. u2022 Call center experience. u2022 Managed care/health care experience. u2022 Broker/health insurance license. #PJCC #LI-AC1 To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V Pay Range: $21.65 - $38.37 / HOURLY Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

Created: 2026-04-13