Representative, Support Center

Position Overview

Provides customer support and stellar service to meet the needs of our Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions. Provides product and service information, and identifies opportunities to improve our member and provider experiences.

Key Responsibilities

• Provide service support to members and/or providers using one or more contact center communication channels including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business.
• Conduct various surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to member or provider inquiries.
• Work scheduled shifts with potential overtime and/or weekend requirements as needed.
• Quickly build rapport and respond to customers empathetically by identifying and exceeding customer expectations.
• Listen attentively to capture relevant information and address inquiries and concerns.
• Meet or exceed individual performance goals in areas such as call quality, attendance, and adherence.
• Engage and collaborate proactively with various internal and external departments.
• Take personal responsibility by providing real-time resolutions or timely follow-up with members and/or providers.
• Support provider inquiries regarding member eligibility, covered benefits, Provider Portal, and claim statuses.
• Communicate effectively in a professional setting.

Required Qualifications

• REQUIRED EDUCATION: HS Diploma or equivalent combination of education and experience
• REQUIRED EXPERIENCE & SKILLS: 1-3 years Sales and/or Customer Service experience in a fast paced, high volume environment

Preferred Qualifications

• PREFERRED EDUCATION: Associate's Degree or equivalent combination of education and experience
• PREFERRED EXPERIENCE: 1-3 years
• PREFERRED SYSTEMS TRAINING: Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity

Benefits & Perks

• Compensation: Pay Range: $21.65 - $25/HOURLY (Actual compensation may vary based on geographic location, work experience, education and/or skill level.)
• Employment Type: Full Time
• Benefits: Competitive benefits and compensation package
• Equal Opportunity Employer: Molina Healthcare is an EOE M/F/D/V