Molina

JOB DESCRIPTION Job Summary
Provides level I support center customer service excellence to meet the needs of Molina members and providers. &nbsp;Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values. &nbsp;Provides product and service information, and identifies opportunities to improve the member and provider experience.
Essential Job Duties
<ul>
<li>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: &nbsp;phone, chat and email, in addition to other administrative off phone duties supporting Medicaid, Medicare and/or Marketplace lines of business. &nbsp; </li>
<li>Conducts various surveys related to health assessments and member/provider satisfaction. </li>
<li>Accurately documents pertinent details related to member or provider inquiries.&nbsp; </li>
<li>Works regularly scheduled shifts within Molina hours of operation, follows protocol related to scheduled lunches and breaks, and accommodates overtime and/or weekends as needed. </li>
<li>Demonstrates ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations. </li>
<li>Listens attentively, captures relevant information, and identifies member or provider inquiries and concerns. </li>
<li>Meets or exceeds individual performance goals established for the position in the areas of: call quality, attendance, adherence and other support center objectives. </li>
<li>Proactively engages and collaborates with various internal/external stakeholders. </li>
<li>Demonstrates personal responsibility and accountability by taking ownership of real-time solutioning and timely member and/or provider follow-up. </li>
<li>Supports provider needs related to inquiries and assistance involving member eligibility and covered benefits, provider portal, and status of submitted claims.</li>
</ul>
Required Qualifications
<ul>
<li>Up to 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience. </li>
<li>Customer service skills. </li>
<li>Data processing experience. </li>
<li>Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs. </li>
<li>Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA). </li>
<li>Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers. </li>
<li>Effective verbal and written communication skills. &nbsp; </li>
<li>Basic proficiency in Microsoft Office suite and applicable software programs.</li>
</ul>
Preferred Qualifications
<ul>
<li>Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity. </li>
<li>Call center experience. </li>
<li>Managed care/health care experience.</li>
</ul>
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To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board. 
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V

Representative, Support Center (Bilingual English/Spanish): Overview

Representative, Support Center (Bilingual English/Spanish): Overview

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