Representative, Support Center (Bilingual English/Spanish)

Molina Healthcare; Farmington (NM); Vor Ort; USD 21.000 - 33.000; Vollzeit

Benefits dieser Stelle

Competitive benefits

Zusammenfassung

Molina Healthcare in Farmington, NM is seeking an entry-level Customer Service Associate to provide level I support for members and providers across Medicaid, Medicare and Marketplace programs. The role emphasizes empathetic communication, accurate documentation, and adherence to Molina values as you resolve inquiries and improve the member and provider experience.

The position requires strong customer service skills, data processing ability, and basic Microsoft Office proficiency.

Qualifikationen

• 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).
• Effective verbal and written communication skills.
• Basic proficiency in Microsoft Office suite and applicable software programs.

Aufgaben

• Provides service support to members and/or providers using channels including phone, chat and email across Medicaid, Medicare and Marketplace lines.
• Conducts health assessments and member/provider satisfaction surveys.
• Accurately documents pertinent details related to member or provider inquiries.
• Works scheduled shifts within Molina hours of operation, following lunch/break protocols and accommodating overtime/weekends as needed.
• Demonstrates empathy, builds rapport, and responds to customers to meet expectations.
• Listens attentively, captures information, and identifies member/provider inquiries and concerns.
• Meets or exceeds individual performance goals in call quality, attendance, and related metrics.
• Proactively collaborates with internal/external stakeholders.
• Takes ownership of real-time solutions and timely follow-up with members/providers.
• Supports provider needs related to member eligibility, covered benefits, portal access, and claim status.

Kenntnisse

Customer service skills

Data processing

Attention to detail

HIPAA compliance

Verbal and written communication

Microsoft Office proficiency

Tools

Microsoft Office

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Video conferencing

Jobbeschreibung

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

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