Representative, Support Center (Bilingual English/Spanish)

Molina Healthcare; Cedar Rapids (IA); On-site; USD 21,000 - 33,000; Full time

Job summary

Molina Healthcare in Cedar Rapids, IA is seeking an entry-level Customer Service Associate to provide frontline support to Molina members and providers. You will handle inquiries across phone, chat, and email, document details accurately, and help resolve issues with empathy and professionalism.

Responsibilities include meeting quality metrics, collaborating with internal teams, and ensuring timely follow-up on member eligibility, benefits, and claims status.

Qualifications

• Minimum one year in customer service, call center or fast-paced environment.
• Strong customer service and communication skills.
• Ability to process data accurately and maintain confidentiality.

Responsibilities

• Provide service support to members and providers via phone, chat and email across multiple states.
• Document relevant details of inquiries accurately.
• Respond empathetically to customer needs and build rapport.
• Work within Molina hours and follow scheduling protocols, including overtime/weekends if needed.
• Meet or exceed individual performance goals for call quality and attendance.
• Proactively engage with internal/external stakeholders to resolve issues.
• Take ownership of real-time solutions and timely follow-up with members/providers.
• Assist with inquiries on eligibility, benefits, provider portal, and claim status.

Skills

Customer service

Data processing

Attention to detail

HIPAA compliance

Verbal & written communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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

Pay Range: $15.4 - $24.02 / HOURLY Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.