Remote Healthcare Call Center Rep - Ohio

Molina Healthcare; Cincinnati (OH); Hybrid; USD 25,000 - 30,000; Full time

Job summary

Molina Healthcare is seeking a Level II customer service representative based in Ohio to support Molina members and providers across Medicaid, Medicare and Marketplace programs. You will handle inquiries via phone, chat and email, document interactions, and drive issue resolution with a focus on member/provider engagement and retention.

You will document calls, adhere to schedules, and collaborate with stakeholders while upholding HIPAA and Molina policies.

Qualifications

• 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.
• Customer service skills.
• Data processing experience.
• Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
• Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office suite and applicable software programs.

Responsibilities

• Provides service support to members and/or providers using one or more support center communication channels serving multiple states and/or products including but not limited to: phone, chat and email, in addition to other administrative off phone duties supporting Medicaid, Medicare and/or Marketplace lines of business.
• Supports member/provider issues in areas involving member/provider impact and engagement including: appeals and grievances (A&G), problem research and resolution, and the development/maintenance of member/provider materials.
• Assists members and providers with a focus on process improvement and retention.
• Consistently delivers excellent customer service and first call resolution.
• Accurately documents all calls across multiple platforms.
• 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.
• Quickly builds rapport and responds to customers in an empathetic manner by identifying and exceeding customer expectations.
• Listens attentively, captures relevant information, and identifies and resolves member and provider inquiries and concerns.
• Meets or exceeds individual performance goals established in the areas of: call quality, attendance, adherence and other support center objectives.
• Proactively engages and collaborates with various internal/external stakeholders.
• Demonstrates personal responsibility and accountability by taking ownership of real-time solutioning and timely member and/or provider follow-up.
• 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.
• Evaluates risk criteria and determines urgency and appropriate escalation path.
• Demonstrates proficiency in at least two lines of business (e.g., Medicaid, Marketplace).
• Manages multiple channels of communication (e.g., Teams, email) within a timely manner.
• Demonstrates understanding of provider service inquiries related to claims, authorizations, appeals, contracting and credentialing.

Skills

Customer service

Call center

Data processing

Attention to detail

HIPAA compliance

Communication skills

Microsoft Office proficiency

Relationship building

Tools

Microsoft Office

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Video conferencing

Availity

Job description

Molina Healthcare is seeking a Level II customer service representative based in Ohio to support Molina members and providers across Medicaid, Medicare and Marketplace programs. You will handle inquiries via phone, chat and email, document interactions, and drive issue resolution with a focus on member/provider engagement and retention.

You will document calls, adhere to schedules, and collaborate with stakeholders while upholding HIPAA and Molina policies.