JOB DESCRIPTION Job Summary
Supervisor, Support Center Operations – Concierge & Service Recovery Team
Position Summary
The Supervisor, Support Center Operations – Concierge & Service Recovery Team provides operational leadership and oversight for Medicaid Concierge and Service Recovery activities. This position supports the delivery of specialized member assistance by ensuring effective case management, timely follow-up, consistent workflow execution, and resolution of complex member concerns.
The Supervisor partners with frontline teams, leadership, and cross-functional stakeholders to support operational readiness, identify service barriers, and improve processes that impact the member experience.
Essential Duties and Responsibilities
- Oversee daily Concierge and Service Recovery operations, including case assignment, ownership, aging, and follow-up.
- Ensure complex member concerns are appropriately managed through resolution.
- Provide guidance to frontline staff and supervisors regarding Service Recovery workflows, processes, and expectations.
- Monitor operational dashboards and reporting to identify outstanding work, trends, and opportunities for improvement.
- Support implementation and ongoing development of Service Recovery workflows, processes, and operational resources.
- Identify operational barriers and collaborate with appropriate partners to support resolution.
- Participate in Service Recovery readiness, program development, and continuous improvement initiatives.
- Partner cross-functionally to improve member experience and strengthen service recovery processes.
- Communicate operational updates, workflow changes, and identified trends to leadership and frontline teams.
- Promote accountability, consistent case ownership, and timely member follow-up.
Knowledge, Skills and Abilities
- Strong leadership, communication, and organizational skills.
- Strong problem-solving and critical-thinking abilities.
- Knowledge of customer service, member experience, and service recovery practices.
- Ability to manage multiple priorities and complex member issues.
- Experience with analyzing data, operational workflows, and reporting.
- Ability to identify operational trends and process improvement opportunities.
- Strong collaboration skills with the ability to work effectively across teams and functions.
- Demonstrated focus on accountability, follow-through, and member-centered service.
Key Areas of Responsibility
Concierge Operations | Service Recovery | Complex Member Resolution | Case Management | Operational Readiness | Workflow Improvement | Member Experience | Cross-Functional Collaboration | Reporting & Trend Analysis
Required Qualifications
• At least 5 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, including 3 years of call center experience, or equivalent combination of relevant education and experience.
• Strong customer service skills.
• Understanding of insurance products including Medicaid, Medicare and Marketplace/enrollment processes.
• Organizational and time-management skills, and ability to manage simultaneous projects and tasks to meet internal deadlines.
• Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Ability to work cross-functionally across a highly matrixed organization.
• Strong verbal and written communication skills.
• Microsoft Office suite and applicable software programs proficiency.
Preferred Qualifications
• Management/leadership experience.
• Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
• Managed care/health care experience.
• Broker/health insurance license.
To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.
offers a competitive benefits and compensation package. is an Equal Opportunity Employer (EOE) M/F/D/V
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