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AVP, Health Plan Contact Center Ops (Member Services) - REMOTE

Molina Healthcare Job ID 2006466
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Job Description
Job Summary

Ideal candidates would reside near one of our core contact center sites in OH, KY, TX or CA.

This AVP, Health Plan Contact Center Operations will lead our member services call center operations nationally in an extremely fast paced environment. This role will have about 10 direct reports with an overall organization structure of ~1000 employees in the contact center sites. Ideal candidates would have health plan operations and call center experience in all LOB’s but preferably Medicaid.  

Leads Contact Center teams who provide new and existing members as well as providers with the best possible service in relation to general service needs including questions about benefits, billing inquiries, service requests, suggestions and complaints. Resolves member and provider inquiries and complaints fairly and effectively. Provides 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. Knows and supports Health Plans in achieving their contractual goals for service and compliance.

Knowledge/Skills/Abilities
Provides multi-site, senior leadership and oversight for the Member and Provider Contact Centers to ensure stellar service is delivered according to Molina policies and procedures. Responsible for the overall results of multiple sites and/or lines of business. Directly manages Directors and/or Regional Directors in support of servicing 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.
• Partners with Health Plan, Product, Marketing, ePMO and IT personnel in order to achieve goals and improve the member and provider experience.
• Strong leader with the 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 KPIs including productivity and service quality goals. Implements strategies to meet/exceed goals and improve customer service.
• 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.
• Adheres to and displays Who We Are practices to continue to support our Molina culture.
• Supports Senior Leadership in their goals and objectives.
• Enhances efficiencies while maintaining quality and culture.
• Advocates for their teams and internal clients.
• Maintains budget goals.
• Ability to present business cases to multiple levels of leadership and front-line staff.
• Possesses the ability to distill complex issues and situations into a readily understandable item with recommendations for improvement.
• Demonstrates knowledge of standard call center technology to include telephony, IVR, CRM, QNXT and CTI.
• Displays a deep understanding of Quality programs and quality improvement.


Job Qualifications
Required Education
Graduate Degree or equivalent combination of education and experience
Required Experience
15+ years Contact Center Management. Proven leadership success within medium-large contact centers managing multiple people managers. Ability to work within matrixed 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.

About Us

Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Job Type: Full Time Posting Date: 01/22/2021

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