Representative, Support Center

Position Overview

Provides customer support and stellar service to meet the needs of our Molina members and providers. Resolves issues fairly and effectively while demonstrating Molina values. 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 via phone, chat, email, and off-phone work supporting Medicaid, Medicare and/or Marketplace products.
• Conduct surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details regarding member or provider inquiries.
• Work scheduled shifts including lunches, breaks, with the ability to work overtime and/or weekends as needed.
• Quickly build rapport and respond empathetically to exceed customer expectations.
• Listen attentively, capture relevant information, and address inquiries and concerns.
• Meet or exceed individual performance goals such as Call Quality, Attendance, Adherence and other Contact Center objectives.
• Engage proactively and collaborate with various internal and external departments.
• Take personal responsibility by providing immediate resolutions or timely follow-up with members/providers.
• Support provider needs with basic inquiries regarding member eligibility, covered benefits, Provider Portal, and claim status.
• Communicate effectively in a professional setting.

Required Qualifications

• HS Diploma or equivalent combination of education and experience.
• 1-3 years of Sales and/or Customer Service experience in a fast-paced, high volume environment.

Preferred Qualifications

• Associate's Degree or equivalent combination of education and experience.
• 1-3 years of relevant experience.
• Preferred Systems Training: Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity.

Benefits & Perks

• Benefits & Compensation: Molina Healthcare offers a competitive benefits and compensation package.
• 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

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.