Director, Support Center Operations
Molina Healthcare · United States · 1 mo ago
RemoteRemoteOTHR$88k–$190k/yrFull-time
We need to output HTML fragment with sections: Job Summary (maybe as About the role? Actually they said use
About the role? Actually they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content to these headings. The job description includes Job Summary, Essential Job Duties, Required Qualifications, Preferred Qualifications, Pay Range. Also mention benefits: "Molina Healthcare offers a competitive benefits and compensation package." That's generic; we should not create Benefits section unless specific content. It says "competitive benefits and compensation package" - not specific, so we should not create Benefits section. Pay Range is specific, so we create Pay section with that range. Schedule not mentioned, so omit. Skills maybe we can include under Qualifications? They said use headings like Skills, but we can omit if not specific. We have Required Qualifications and Preferred Qualifications; we could combine into Requirements? But they said use headings like Requirements, Qualifications, Skills. We could have a Qualifications
containing both required and preferred? Or separate? Probably better to have Qualifications section with required and preferred subpoints. But they said use - for any list of duties/requirements/benefits. So we can list Required Qualifications as
- ... etc. Preferred Qualifications also list.
Responsibilities: Essential Job Duties.
About the role: Job Summary.
Thus sections: About the role (Job Summary), Responsibilities (Essential Job Duties), Qualifications (Required and Preferred), Pay (Pay Range). Possibly also Skills? Not needed.
We must not repeat job title. No metadata like Job ID.
We must remove boilerplate: EEO, EOE, etc. Also remove "To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board." That's application instruction, remove. Also remove "Molina Healthcare offers a competitive benefits and compensation package." That's generic benefits, we can drop because not specific. Also remove "Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V". Remove.
We must preserve all substantive information.
Let's extract:
Job Summary: "Leads and directs the team responsible for delivering support center service excellence and executing member retention strategies that strengthen engagement, address barriers, and improve the overall member experience. Ensures member and provider needs are addressed fairly, effectively, and in alignment with Molina values. Demonstrates accountability for service delivery, identifies proactive opportunities to retain members through personalized support, issue resolution, and coordinated outreach, and advances continuous quality improvement initiatives that support engagement, satisfaction, and retention."
Essential Job Duties: list of duties. We'll need to break into bullet points.
Let's parse:
- Provides leadership and oversight for the member and provider support center; ensures exemplary service is delivered according to Molina goals/objectives/policies/procedures and regulatory requirements, and demonstrates accountability for performance and financial outcomes.
- Directly leads support center leadership that oversee teams that support servicing of members and providers.
- Demonstrates accountability 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 the member and provider experience.
- Recommends and implements programs to support member and provider needs.
- Works collaboratively within a matrix environment with dotted line relationships across multiple lines of business.
- Works cross collaboratively with other teams and departments.
- Meets and exceeds department key performance indicators (KPIs) including productivity and service quality goals; implements strategies to meet/exceed goals.
- Drives process improvements to ensure performance goals including quality goals are met.
- Participates in audits including state, federal, internal, National Committee for Quality Assurance (NCQA) and Healthcare Effectiveness Data Information Set (HEDIS) as applicable.
- Provides exemplary customer service to all customers including members, co-workers, vendors, providers, government agencies, business partners and the general public.
- Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.
- Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.
- Models dynamic leadership for support center leadership team and representatives; develops team to focus on delivering great health care/customer service to underserved populations.
Required Qualifications:
- At least 8 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, including 7 years of call center experience, or equivalent combination of relevant education and experience.
- At least 3 years of management/leadership 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.
- Excellent verbal and written communication skills.
- Microsoft Office suite and applicable software programs proficiency.
Preferred Qualifications:
- 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.
Pay Range: "$87,568.7 - $189,732.18 / ANNUAL Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level."
We need to include Pay section with that range. Should we include the note about variation? It's part of the posting; we should preserve. So include full sentence.
Now produce HTML:
About the role
Leads and directs the team responsible for delivering support center service excellence and executing member retention strategies that strengthen engagement, address barriers, and improve the overall member experience. Ensures member and provider needs are addressed fairly, effectively, and in alignment with Molina values. Demonstrates accountability for service delivery, identifies proactive opportunities to retain members through personalized support, issue resolution, and coordinated outreach, and advances continuous quality improvement initiatives that support engagement, satisfaction, and retention.
Responsibilities
- Provides leadership and oversight for the member and provider support center; ensures exemplary service is delivered according to Molina goals/objectives/policies/procedures and regulatory requirements, and demonstrates accountability for performance and financial outcomes.
- Directly leads support center leadership that oversee teams that support servicing of members and providers.
- Demonstrates accountability 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 the member and provider experience.
- Recommends and implements programs to support member and provider needs.
- Works collaboratively within a matrix environment with dotted line relationships across multiple lines of business.
- Works cross collaboratively with other teams and departments.
- Meets and exceeds department key performance indicators (KPIs) including productivity and service quality goals; implements strategies to meet/exceed goals.
- Drives process improvements to ensure performance goals including quality goals are met.
- Participates in audits including state, federal, internal, National Committee for Quality Assurance (NCQA) and Healthcare Effectiveness Data Information Set (HEDIS) as applicable.
- Provides exemplary customer service to all customers including members, co-workers, vendors, providers, government agencies, business partners and the general public.
- Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.
- Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.
- Models dynamic leadership for support center leadership team and representatives; develops team to focus on delivering great health care/customer service to underserved populations.
Qualifications
We could split into Required and Preferred but heading Qualifications only. Could include two subheadings? Not allowed? They didn't forbid subheadings, but they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we could have Required Qualifications
and Preferred Qualifications
but those are not in the list; but they are still headings. However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That list is examples, not exhaustive. So we could still use Required Qualifications and Preferred Qualifications as headings. But they said Prefer a few substantive sections over many thin ones. So maybe combine into one Qualifications section with two lists: Required and Preferred. Could use Qualifications
then Required
etc. But they didn't mention h4. Safer to just have one Qualifications section with two unordered lists labeled with Required Qualifications: and Preferred Qualifications: inside
or
- ? Might be okay.
But they said use
- for any list of duties/requirements/benefits. So we need to put each qualification as list items. Could have two separate lists under same heading, each preceded by a
indicating Required vs Preferred. That's acceptable.
Thus:
Qualifications
Required Qualifications:
- At least 8 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, including 7 years of call center experience, or equivalent combination of relevant education and experience.
- At least 3 years of management/leadership 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.
- Excellent verbal and written communication skills.
- Microsoft Office suite and applicable software programs proficiency.
Preferred Qualifications:
- 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.
Pay
Pay Range: $87,568.7 - $189,732.18 / ANNUAL Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
Check for any leftover boilerplate: removed EEO, internal job board, benefits
Qualifications
containing both required and preferred? Or separate? Probably better to have Qualifications section with required and preferred subpoints. But they said use- for any list of duties/requirements/benefits. So we can list Required Qualifications as
- ... etc. Preferred Qualifications also list.
Responsibilities: Essential Job Duties.
About the role: Job Summary.
Thus sections: About the role (Job Summary), Responsibilities (Essential Job Duties), Qualifications (Required and Preferred), Pay (Pay Range). Possibly also Skills? Not needed.
We must not repeat job title. No metadata like Job ID.
We must remove boilerplate: EEO, EOE, etc. Also remove "To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board." That's application instruction, remove. Also remove "Molina Healthcare offers a competitive benefits and compensation package." That's generic benefits, we can drop because not specific. Also remove "Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V". Remove.
We must preserve all substantive information.
Let's extract:
Job Summary: "Leads and directs the team responsible for delivering support center service excellence and executing member retention strategies that strengthen engagement, address barriers, and improve the overall member experience. Ensures member and provider needs are addressed fairly, effectively, and in alignment with Molina values. Demonstrates accountability for service delivery, identifies proactive opportunities to retain members through personalized support, issue resolution, and coordinated outreach, and advances continuous quality improvement initiatives that support engagement, satisfaction, and retention."
Essential Job Duties: list of duties. We'll need to break into bullet points.
Let's parse:
- Provides leadership and oversight for the member and provider support center; ensures exemplary service is delivered according to Molina goals/objectives/policies/procedures and regulatory requirements, and demonstrates accountability for performance and financial outcomes.
- Directly leads support center leadership that oversee teams that support servicing of members and providers.
- Demonstrates accountability 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 the member and provider experience.
- Recommends and implements programs to support member and provider needs.
- Works collaboratively within a matrix environment with dotted line relationships across multiple lines of business.
- Works cross collaboratively with other teams and departments.
- Meets and exceeds department key performance indicators (KPIs) including productivity and service quality goals; implements strategies to meet/exceed goals.
- Drives process improvements to ensure performance goals including quality goals are met.
- Participates in audits including state, federal, internal, National Committee for Quality Assurance (NCQA) and Healthcare Effectiveness Data Information Set (HEDIS) as applicable.
- Provides exemplary customer service to all customers including members, co-workers, vendors, providers, government agencies, business partners and the general public.
- Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.
- Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.
- Models dynamic leadership for support center leadership team and representatives; develops team to focus on delivering great health care/customer service to underserved populations.
Required Qualifications:
- At least 8 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, including 7 years of call center experience, or equivalent combination of relevant education and experience.
- At least 3 years of management/leadership 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.
- Excellent verbal and written communication skills.
- Microsoft Office suite and applicable software programs proficiency.
Preferred Qualifications:
- 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.
Pay Range: "$87,568.7 - $189,732.18 / ANNUAL Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level."
We need to include Pay section with that range. Should we include the note about variation? It's part of the posting; we should preserve. So include full sentence.
Now produce HTML:
About the role
Leads and directs the team responsible for delivering support center service excellence and executing member retention strategies that strengthen engagement, address barriers, and improve the overall member experience. Ensures member and provider needs are addressed fairly, effectively, and in alignment with Molina values. Demonstrates accountability for service delivery, identifies proactive opportunities to retain members through personalized support, issue resolution, and coordinated outreach, and advances continuous quality improvement initiatives that support engagement, satisfaction, and retention.
Responsibilities
- Provides leadership and oversight for the member and provider support center; ensures exemplary service is delivered according to Molina goals/objectives/policies/procedures and regulatory requirements, and demonstrates accountability for performance and financial outcomes.
- Directly leads support center leadership that oversee teams that support servicing of members and providers.
- Demonstrates accountability 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 the member and provider experience.
- Recommends and implements programs to support member and provider needs.
- Works collaboratively within a matrix environment with dotted line relationships across multiple lines of business.
- Works cross collaboratively with other teams and departments.
- Meets and exceeds department key performance indicators (KPIs) including productivity and service quality goals; implements strategies to meet/exceed goals.
- Drives process improvements to ensure performance goals including quality goals are met.
- Participates in audits including state, federal, internal, National Committee for Quality Assurance (NCQA) and Healthcare Effectiveness Data Information Set (HEDIS) as applicable.
- Provides exemplary customer service to all customers including members, co-workers, vendors, providers, government agencies, business partners and the general public.
- Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.
- Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.
- Models dynamic leadership for support center leadership team and representatives; develops team to focus on delivering great health care/customer service to underserved populations.
Qualifications
We could split into Required and Preferred but heading Qualifications only. Could include two subheadings? Not allowed? They didn't forbid subheadings, but they said usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we could have
Required Qualifications
andPreferred Qualifications
but those are not in the list; but they are still headings. However they said usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That list is examples, not exhaustive. So we could still use Required Qualifications and Preferred Qualifications as headings. But they said Prefer a few substantive sections over many thin ones. So maybe combine into one Qualifications section with two lists: Required and Preferred. Could use
Qualifications
thenRequired
etc. But they didn't mention h4. Safer to just have one Qualifications section with two unordered lists labeled with Required Qualifications: and Preferred Qualifications: insideor
- ? Might be okay.
But they said use
- for any list of duties/requirements/benefits. So we need to put each qualification as list items. Could have two separate lists under same heading, each preceded by a
indicating Required vs Preferred. That's acceptable. Thus:
Qualifications
Required Qualifications:
- At least 8 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, including 7 years of call center experience, or equivalent combination of relevant education and experience.
- At least 3 years of management/leadership 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.
- Excellent verbal and written communication skills.
- Microsoft Office suite and applicable software programs proficiency.
Preferred Qualifications:
- 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.
Pay
Pay Range: $87,568.7 - $189,732.18 / ANNUAL Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
Check for any leftover boilerplate: removed EEO, internal job board, benefits
- for any list of duties/requirements/benefits. So we need to put each qualification as list items. Could have two separate lists under same heading, each preceded by a
- ... etc. Preferred Qualifications also list.
Responsibilities: Essential Job Duties.
About the role: Job Summary.
Thus sections: About the role (Job Summary), Responsibilities (Essential Job Duties), Qualifications (Required and Preferred), Pay (Pay Range). Possibly also Skills? Not needed.
We must not repeat job title. No metadata like Job ID.
We must remove boilerplate: EEO, EOE, etc. Also remove "To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board." That's application instruction, remove. Also remove "Molina Healthcare offers a competitive benefits and compensation package." That's generic benefits, we can drop because not specific. Also remove "Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V". Remove.
We must preserve all substantive information.
Let's extract:
Job Summary: "Leads and directs the team responsible for delivering support center service excellence and executing member retention strategies that strengthen engagement, address barriers, and improve the overall member experience. Ensures member and provider needs are addressed fairly, effectively, and in alignment with Molina values. Demonstrates accountability for service delivery, identifies proactive opportunities to retain members through personalized support, issue resolution, and coordinated outreach, and advances continuous quality improvement initiatives that support engagement, satisfaction, and retention."
Essential Job Duties: list of duties. We'll need to break into bullet points.
Let's parse:
- Provides leadership and oversight for the member and provider support center; ensures exemplary service is delivered according to Molina goals/objectives/policies/procedures and regulatory requirements, and demonstrates accountability for performance and financial outcomes.
- Directly leads support center leadership that oversee teams that support servicing of members and providers.
- Demonstrates accountability 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 the member and provider experience.
- Recommends and implements programs to support member and provider needs.
- Works collaboratively within a matrix environment with dotted line relationships across multiple lines of business.
- Works cross collaboratively with other teams and departments.
- Meets and exceeds department key performance indicators (KPIs) including productivity and service quality goals; implements strategies to meet/exceed goals.
- Drives process improvements to ensure performance goals including quality goals are met.
- Participates in audits including state, federal, internal, National Committee for Quality Assurance (NCQA) and Healthcare Effectiveness Data Information Set (HEDIS) as applicable.
- Provides exemplary customer service to all customers including members, co-workers, vendors, providers, government agencies, business partners and the general public.
- Sets a positive example for others and builds the Molina culture by modeling the Molina mission, vision and values in daily actions.
- Hires, trains, develops and manages team; demonstrates accountability for team performance and achievement of department-specific goals.
- Models dynamic leadership for support center leadership team and representatives; develops team to focus on delivering great health care/customer service to underserved populations.
Required Qualifications:
- At least 8 years of customer service, call center and/or sales experience in a fast-paced/high-volume environment, including 7 years of call center experience, or equivalent combination of relevant education and experience.
- At least 3 years of management/leadership 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.
- Excellent verbal and written communication skills.
- Microsoft Office suite and applicable software programs proficiency.
Preferred Qualifications:
- 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.
Pay Range: "$87,568.7 - $189,732.18 / ANNUAL Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level."
We need to include Pay section with that range. Should we include the note about variation? It's part of the posting; we should preserve. So include full sentence.
Now produce HTML: