Representative, Support Center

Key Responsibilities

• Provide service support to members and/or providers via 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 within regularly scheduled shifts, including scheduled lunches, breaks, overtime, and weekends as needed.
• Quickly build rapport and respond empathetically to exceed customer expectations.
• Listen attentively, capture relevant information, and address inquiries and concerns efficiently.
• Meet or exceed performance goals in areas such as Call Quality, Attendance, and Adherence.
• Proactively engage and collaborate with various internal and external departments.
• Take personal responsibility to provide timely resolutions or follow-up for member/provider issues.
• Support provider needs regarding member eligibility, covered benefits, Provider Portal, and status of submitted claims.
• Communicate effectively in a professional setting.

Required Qualifications

• Education: HS Diploma or equivalent combination of education and experience.
• Experience: 1-3 years in Sales and/or Customer Service 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

• Compensation: $21.65 - $25 / HOURLY. Actual compensation may vary based on geographic location, work experience, education and/or skill level.
• Competitive benefits package from Molina Healthcare.
• Employment Type: Full Time.
• Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
• Current Molina employees: Please apply through the intranet job listing.