Representative, Support Center

Molina Healthcare Inc; California (MO); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Molina Healthcare Inc. seeks a level I support center associate to deliver customer service excellence to Molina members and providers across multiple states and products.

You will resolve issues, provide information, and document inquiries while supporting provider needs related to eligibility and benefits. You will handle calls, chats, and emails, meet performance goals, build rapport with customers, and collaborate with internal/external stakeholders while maintaining HIPAA compliance and

Qualifications

• Up to 1 year of customer service or call center experience.
• Customer service skills.
• Data processing experience.
• Attention to detail, organizational and time-management skills.
• Ability to maintain confidentiality per HIPAA.
• Effective verbal and written communication skills.
• Basic proficiency in Microsoft Office suite.

Responsibilities

• Provides service support to members and/or providers using one or more channels (phone, chat, email) across multiple states/products.
• Conducts surveys related to health assessments and member/provider satisfaction.
• Documents pertinent details related to inquiries.
• Adheres to Molina hours, lunch/breaks, and overtime/weekend needs as required.
• Builds rapport and responds empathetically to customers, exceeding expectations.
• Captures information and identifies member/provider inquiries and concerns.
• Meets or exceeds individual performance goals for call quality, attendance, and adherence.
• Collaborates with internal/external stakeholders.
• Takes ownership of real-time solutions and timely follow-up for members/providers.
• Supports provider needs related to eligibility, benefits, provider portal, and claims status.

Skills

Customer service

Data processing

Attention to detail

HIPAA

Communication

Microsoft Office

Tools

Microsoft Office

Job description

JOB DESCRIPTION Job Summary

Provides level I support center customer service excellence to meet the needs of Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values. Provides product and service information, and identifies opportunities to improve the member and provider experience.

Essential Job Duties

• 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.
• Conducts various surveys related to health assessments and member/provider satisfaction.
• Accurately documents pertinent details related to member or provider inquiries.
• 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.
• Demonstrates ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Listens attentively, captures relevant information, and identifies member or provider inquiries and concerns.
• Meets or exceeds individual performance goals established for the position 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 provider needs related to inquiries and assistance involving member eligibility and covered benefits, provider portal, and status of submitted claims.

Required Qualifications

• Up to 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.
• Basic proficiency in Microsoft Office suite and applicable software programs.

Preferred Qualifications

• Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
• Call center experience.
• Managed care/health care experience.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V