Representative, Support Center - Remote

Molina Healthcare•United States,

11d•$11 - $24•Remote

About The Position

Provides level I support center customer service 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. The role supports Medicaid, Medicare, and/or Marketplace lines of business across multiple states and may involve phone, chat, email, and administrative work performed off the phone.

Requirements

Up to 1 year of customer service, call center, and/or sales experience in a fast-paced, high-volume environment, or an 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 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 and applicable software programs.

Nice To Haves

Systems training or experience with Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, or Availity.
Call center experience.
Managed care or health care experience.

Responsibilities

Provides support to members and/or providers through support center communication channels, including phone, chat, and email, as well as off-phone administrative duties.
Conducts surveys related to health assessments and member/provider satisfaction.
Accurately documents details related to member or provider inquiries.
Works regularly scheduled shifts within Molina’s operating hours, follows scheduled lunch and break protocols, and accommodates overtime and/or weekends as needed.
Builds rapport quickly and responds empathetically 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 for call quality, attendance, adherence, and other support center objectives.
Engages and collaborates proactively with internal and external stakeholders.
Takes ownership of real-time solutions and timely member and/or provider follow-up.
Supports providers with inquiries and assistance involving member eligibility, covered benefits, the provider portal, and the status of submitted claims.