Lead, Support Center - Remote (Must reside in FL)

Mon - Fri 11:30am - 8pm EST Hours (Must be flexable to work on weekends due to buisness needs) 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 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. • Collaborates with peers, leadership, and other departments to resolve member/provider issues in an effective and timely manner. • 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. • Provides exemplary customer service to customers including members, providers, co-workers, vendors, providers, government agencies, business partners, and the genera