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Dir, Member Services

Columbus, Ohio Job ID 1904187
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Job Description


Job Summary
Provides new and existing members with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves member inquiries and complaints fairly and effectively. Provides product and service information to members, and identifies opportunities to maintain and increase member relationships. Recommends and implements programs to support member needs

Knowledge/Skills/Abilities
Provides leadership and oversight for the Member and Provider Contact Center to ensure stellar service is delivered according to Molina policies and procedures. Responsible for the overall results of their site or location. Directly supervises contact center managers and supervisors to support servicing of members and providers. Responsible for ensuring teams deliver effective customer service for all service needs including benefits, claims, billing inquiries, service requests, suggestions and complaints. Directly and through team members resolves both member and provider inquiries and complaints fairly and effectively. Provides direction and coordination to deliver accurate product and service information to members and providers, and identifies opportunities to increase membership by improving our member and provider experience. Recommends and implements programs to support member and provider needs. Works within a matrix environment with dotted line relationships across multiple lines of business.
• Sets a positive example for others and builds our Molina culture by modeling our vision and values in their daily actions.
• Dynamic leadership for Contact Center management team and agents.
• Strong leader, ability to develop teams focused on delivering great healthcare service to a population that has often been underserved.
• Directs and coordinates all aspects of Member and Provider Contact Center operations through partnerships with other teams and departments, as well as development of their own team.
• Meets and exceeds department KPI's including productivity and service quality goals. Implements strategies to meet/exceed goals.
• Drives process improvements to ensure performance standard goals including quality goals are met
• Participates in audits including state, federal, internal, NCQA and HEDIS as applicable
• Provides exemplary customer service to all customers including our members, co-workers, vendors, providers, government agencies, business partners and the general public.


Qualifications

Job Qualifications



Required Education
Graduate Degree or equivalent combination of education and experience
Required Experience
7+ years Contact Center Management. Proven leadership success within medium-large contact centers managing multiple people managers. Ability to work within matrix environment with dotted line responsibilities. Strong collaboration and communication skills.
Preferred Education
Graduate Degree or equivalent combination of education and experience
Preferred Experience
10+ years experience in the Healthcare industry.

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

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

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