Representative, Support Center

Job Summary

This role offers first-level customer service support in a support center environment, ensuring quality service meets the expectations of Molina Healthcare members and providers. The representative addresses inquiries and resolves issues fairly, embodying company values and enhancing customer experience.

Primary Responsibilities

• Deliver support services to both members and providers via multiple communication channels such as phone, chat, and email, covering Medicaid, Medicare, and Marketplace products across various states.
• Administer health assessments and satisfaction surveys to members and providers.
• Accurately record all relevant details concerning inquiries from members or providers.
• Work scheduled shifts during Molina’s hours of operation, adhering to policies for breaks and accommodating overtime or weekend duties as required.
• Build swift rapport with customers, responding empathetically to exceed their expectations.
• Attentively listen to and identify member or provider concerns and inquiries.
• Achieve or surpass set individual performance metrics including call quality, attendance, adherence, and related objectives.
• Engage and collaborate proactively with internal and external stakeholders.
• Take responsibility for resolving issues promptly and ensure timely follow-up with members or providers.
• Assist providers with questions related to member eligibility, covered benefits, provider portals, and claim statuses.

Required Qualifications

• Up to one year of experience in customer service, call center, or sales in a fast-paced or high-volume setting, or an equivalent combination of education and experience.
• Strong customer service abilities.
• Experience in data processing.
• Excellent attention to detail, solid organizational skills, and capability to handle multiple tasks efficiently.
• Commitment to confidentiality and adherence to HIPAA guidelines.
• Ability to foster positive and productive relationships with coworkers, members, providers, and customers.
• Effective communication skills, both written and verbal.
• Basic proficiency with Microsoft Office and other relevant software.

Preferred Qualifications

• Training or experience with systems such as Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing tools, CVS Caremark, and Availity.
• Previous call center experience.
• Background in managed care or healthcare sectors.

Compensation and Equal Opportunity

The hourly pay range is between 14 and 24.02 USD, subject to variation based on location, experience, and qualifications. Molina Healthcare is an Equal Opportunity Employer committed to diversity and inclusion.