Molina Healthcare
Representative, Support Center II - Remote
United States · Mid
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About the role
- Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values.
- Assists members and providers with a focus on process improvement and retention.
- 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.
Responsibilities
- Provides level II support center customer service excellence to meet the needs of Molina members and providers.
- Meets or exceeds individual performance goals established in the areas of: call quality, attendance, adherence and other support center objectives.
- Consistently delivers excellent customer service and first call resolution.
- Accurately documents all calls across multiple platforms.
- Quickly builds rapport and responds to customers in an empathetic manner by identifying and exceeding customer expectations.
- Proactively engages and collaborates with various internal/external stakeholders.
- Manages multiple channels of communication (e.g., Teams, email) within a timely manner.
- Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
- Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
Requirements
- Proficiency in Microsoft Office suite and applicable software programs.
- Demonstrates proficiency in at least two lines of business (e.g., Medicaid, Marketplace).
Nice to have
- Systems training/experience for the following: Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
- Call center experience.
- To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.
Compensation
- Molina Healthcare offers a competitive benefits and compensation package.
Benefits
- Supports a wide variety of member and provider inquiries involving benefits, claims, premiums, provider portal, member eligibility, and other issues; conducts initial research and works to immediately resolve issues.
- At least 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.
- Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
This listing is sourced directly from Molina Healthcare's careers page and normalized into a canonical job model.