Skip to main content

Search Jobs
Search

Let us search jobs for you based on the skills and experience listed in your LinkedIn profile.

Start Matching Jobs
close message

ATTENTION JOB SEEKERS AND MOLINA APPLICANTS: FRAUD ALERT

Be aware that third parties posing as Molina Healthcare may be soliciting money from job seekers and extending offers to candidates who have not interviewed. Molina does not engage in these type of practices. If you have received an offer and have not been engaging with Molina Healthcare in an interview process, reach out to erc@molinahealthcare.com to validate the legitimacy of your offer. Please note that Molina has reported this activity to the appropriate law enforcement agencies for further investigation. If you feel you’ve been victimized, please report it to local law enforcement.

AVP, Medicare Call Center Operations (REMOTE)

Molina Healthcare United States; Louisville, KY; Bowling Green, KY; Georgetown, KY; Richmond, KY; Owensboro, KY; Lexington, KY; Nicholasville, KY; Florence, KY; Covington, KY Job ID 2027530
Apply Now
Job Description


Job Overview

The Associate Vice President of Call Center Operations plays a critical role in managing and optimizing call center operations, with a focus on supporting Medicare-related services. As an AVP, you’ll lead a team responsible for delivering exceptional customer service to Medicare beneficiaries

Responsibilities:

Strategic Leadership

  • Develop and execute strategies to enhance call center performance, ensuring efficient handling of Medicare inquiries, claims, and member services.
  • Collaborate with cross-functional teams to align call center operations with Medicare compliance and quality standards.

Operational Excellence

  • Oversee day-to-day call center activities, including call volume management, workforce planning, and performance metrics.
  • Implement best practices to improve efficiency, accuracy, and member satisfaction. 
  • 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.
  • Ensure leaders and staff are working on retention and expansion initiatives.
  • Ensure compliance with Medicare guidelines and regulations.
  • Drives and maintains relationships with all contact center vendors to drive performance excellence. Provides leadership and oversight of all call center vendors, including ensuring all outsourced call center vendors meet all key performance indicators and contractual requirements.

Quality Assurance

  • Monitor call center interactions to maintain high-quality service.
  • Implement quality control processes and provide feedback to agents.
  • Address escalated issues promptly.

Technology and Process Improvement:

  • Evaluate call center technologies and tools to enhance productivity and member experience.
  • Identify process bottlenecks and recommend improvements.

Stakeholder Collaboration:

  • Work closely with Medicare program managers, compliance officers, and other relevant stakeholders.
  • Provide regular updates on call center performance and initiatives.

Job Qualifications

Education: Bachelor’s degree (advanced degrees preferred).

10 years of experience:

  • Proven leadership experience in healthcare operations, preferably call center operations within the Medicare and MMP domain. Experience preferred with dual eligible (Medicare-Medicaid) population.
  • Familiarity with Medicare regulations, policies, and procedures.
  • Strong analytical skills and ability to drive process improvements.
  • Excellent communication and collaboration skills.
  • Previous experience managing staff, including hiring, training, managing workload and performance. 
  • Experience in managing a large-scale call center with remote staffing preferred.
  • Experience in improving CTM performance and impact, as well as driving Customer Satisfaction (NPS) Improvement.

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.

Pay Range: $140,795 - $274,550.26 / ANNUAL
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

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: 08/09/2024

ABOUT OUR LOCATION

View Map

Job Alerts

Sign up to receive automatic notices when jobs that match your interests are posted.

By uploading your resume you are not submitting an application for employment

Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

  • Operations, United StatesRemove
  • Operations, Louisville, Kentucky, United StatesRemove
  • Operations, Bowling Green, Kentucky, United StatesRemove
  • Operations, Georgetown, Kentucky, United StatesRemove
  • Operations, Richmond, Kentucky, United StatesRemove
  • Operations, Owensboro, Kentucky, United StatesRemove
  • Operations, Lexington-Fayette, Kentucky, United StatesRemove
  • Operations, Nicholasville, Kentucky, United StatesRemove
  • Operations, Florence, Kentucky, United StatesRemove
  • Operations, Covington, Kentucky, United StatesRemove
  • Contact Center, United StatesRemove
  • Contact Center, Louisville, Kentucky, United StatesRemove
  • Contact Center, Bowling Green, Kentucky, United StatesRemove
  • Contact Center, Georgetown, Kentucky, United StatesRemove
  • Contact Center, Richmond, Kentucky, United StatesRemove
  • Contact Center, Owensboro, Kentucky, United StatesRemove
  • Contact Center, Lexington-Fayette, Kentucky, United StatesRemove
  • Contact Center, Nicholasville, Kentucky, United StatesRemove
  • Contact Center, Florence, Kentucky, United StatesRemove
  • Contact Center, Covington, Kentucky, United StatesRemove