Medicaid, Medicare Support Center Rep III (Remote) (In and Outbound Calls)
Molina Healthcare · United States · 1 mo ago
RemoteRemoteOTHR$13.41–$29.06/hrFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the posting.
Job title: Support Center Level III Reps (but we should not repeat job title as heading). Provide sections.
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board." Also remove "Molina Healthcare offers a competitive benefits and compensation package." Also remove "Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V". Also remove "Pay Range: $13.41 - $29.06 / HOURLY Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level." Actually pay info is present; we can include Pay section if posting actually states them. It does state a pay range. So we can include Pay section with that range. However we need to avoid filler like "commensurate with experience". This is specific numbers, so we can include.
Schedule: The posting says: "These roles are remote and will be working PST (Pacific Standard Time Hours) any time between 5am until 430pm." That's schedule info. So we can include Schedule section.
Benefits: Not explicitly listed besides "competitive benefits and compensation package" which is vague. The instruction says do NOT create Benefits section unless posting actually states them. It says "Molina Healthcare offers a competitive benefits and compensation package." That's vague but still states benefits exist. However it's not specific. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state benefits exist, but not details. Might be considered stating them, albeit vague. However they also say "Prefer a few substantive sections over many thin ones." Might be better to omit Benefits because it's not specific. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state that they offer a competitive benefits and compensation package. That is a statement about benefits. So we could include Benefits section with that sentence. However they also say "Prefer a few substantive sections over many thin ones." Might be okay to include Benefits with that generic statement. But we need to preserve ALL substantive information; do NOT invent or summarize away detail. The statement "competitive benefits and compensation package" is substantive? It's vague but it's in the posting. We could include it.
But we also have "Required Qualifications" and "Preferred Qualifications". Those can go under Requirements or Qualifications sections. The instruction: Use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content.
We have an introductory paragraph: "Molina Healthcare is hiring for Support Center Level III Reps. These roles are remote and will be working PST (Pacific Standard Time Hours) any time between 5am until 430pm. These call center customer service roles will be taking inbound and also conducting outbound calls to our members." That's about the role. Could be About the role.
Then "Highly Qualified Candidates Will Have the Following Experience - Medicare / Medicaid / Healthcare knowledge Solid phone customer service experience Excellent communication skills, both written and verbal Solid knowledge of MS Office applications, Above average computer skills Solid job history Bilingual candidates encouraged to apply - Cantonese, Spanish, Tagalog, and Chinese highly preferred." That's like Requirements or Qualifications.
Then a paragraph: "Provides level III 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, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to member/provider engagement and retention." That's responsibilities.
Then "Essential Job Duties" with a long list bullet-like sentences. Those are responsibilities/duties.
Then "Required Qualifications" list.
Then "Preferred Qualifications" list.
Then "To all current Molina employees..." (remove).
Then "Molina Healthcare offers a competitive benefits and compensation package." (Benefits).
Then EEO line (remove).
Then Pay Range line (Pay).
Thus we can create sections:
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the posting.
Job title: Support Center Level III Reps (but we should not repeat job title as heading). Provide sections.
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board." Also remove "Molina Healthcare offers a competitive benefits and compensation package." Also remove "Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V". Also remove "Pay Range: $13.41 - $29.06 / HOURLY Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level." Actually pay info is present; we can include Pay section if posting actually states them. It does state a pay range. So we can include Pay section with that range. However we need to avoid filler like "commensurate with experience". This is specific numbers, so we can include.
Schedule: The posting says: "These roles are remote and will be working PST (Pacific Standard Time Hours) any time between 5am until 430pm." That's schedule info. So we can include Schedule section.
Benefits: Not explicitly listed besides "competitive benefits and compensation package" which is vague. The instruction says do NOT create Benefits section unless posting actually states them. It says "Molina Healthcare offers a competitive benefits and compensation package." That's vague but still states benefits exist. However it's not specific. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state benefits exist, but not details. Might be considered stating them, albeit vague. However they also say "Prefer a few substantive sections over many thin ones." Might be better to omit Benefits because it's not specific. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state that they offer a competitive benefits and compensation package. That is a statement about benefits. So we could include Benefits section with that sentence. However they also say "Prefer a few substantive sections over many thin ones." Might be okay to include Benefits with that generic statement. But we need to preserve ALL substantive information; do NOT invent or summarize away detail. The statement "competitive benefits and compensation package" is substantive? It's vague but it's in the posting. We could include it.
But we also have "Required Qualifications" and "Preferred Qualifications". Those can go under Requirements or Qualifications sections. The instruction: Use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content.
We have an introductory paragraph: "Molina Healthcare is hiring for Support Center Level III Reps. These roles are remote and will be working PST (Pacific Standard Time Hours) any time between 5am until 430pm. These call center customer service roles will be taking inbound and also conducting outbound calls to our members." That's about the role. Could be About the role.
Then "Highly Qualified Candidates Will Have the Following Experience - Medicare / Medicaid / Healthcare knowledge Solid phone customer service experience Excellent communication skills, both written and verbal Solid knowledge of MS Office applications, Above average computer skills Solid job history Bilingual candidates encouraged to apply - Cantonese, Spanish, Tagalog, and Chinese highly preferred." That's like Requirements or Qualifications.
Then a paragraph: "Provides level III 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, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to member/provider engagement and retention." That's responsibilities.
Then "Essential Job Duties" with a long list bullet-like sentences. Those are responsibilities/duties.
Then "Required Qualifications" list.
Then "Preferred Qualifications" list.
Then "To all current Molina employees..." (remove).
Then "Molina Healthcare offers a competitive benefits and compensation package." (Benefits).
Then EEO line (remove).
Then Pay Range line (Pay).
Thus we can create sections:
About the role
with paragraph(s) describing remote, PST hours, inbound/outbound calls.
Responsibilities
with - items covering the duties list (the essential job duties and earlier responsibilities paragraph). We need to preserve all substantive information; we can break into list items.
Requirements
maybe combine Required Qualifications and the "Highly Qualified Candidates Will Have the Following Experience" (which is like required experience). Could also have Skills section for specific skills like MS Office, bilingual, etc. But we can follow headings: Requirements, Qualifications, Skills. The instruction says we can use those headings; we need to decide which to include based on content.
We have:
- Highly Qualified Candidates Will Have the Following Experience: list of experience/knowledge/skills.
- Required Qualifications: list.
- Preferred Qualifications: list.
We could map:
Requirements: Required Qualifications.
Qualifications: Preferred Qualifications (or maybe combine both). Skills: maybe the specific skills like MS Office, bilingual, etc. But we already have those in the Highly Qualified Candidates list.
Better to have:
About the role
Responsibilities
Requirements
(Required Qualifications)
Qualifications
(Preferred Qualifications)
Skills
(maybe the Highly Qualified Candidates list). But that may be redundant.
Alternatively, we could combine Highly Qualified Candidates list into Requirements as well. But we need to avoid duplication.
Let's think: The posting includes both "Highly Qualified Candidates Will Have the Following Experience" and then separate "Required Qualifications" and "Preferred Qualifications". The Highly Qualified Candidates list seems to be a summary of desired experience/skills. Could be considered as Requirements. The Required Qualifications list is more formal. The Preferred Qualifications list is extra.
We could create:
About the role
Responsibilities
Requirements
(combine Highly Qualified Candidates + Required Qualifications)
Preferred Qualifications
(maybe as Qualifications)
But the instruction says we can use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can have Requirements and Qualifications separate.
Thus:
- Requirements: Required Qualifications.
- Qualifications: Preferred Qualifications.
- Skills: maybe the Highly Qualified Candidates list (knowledge, skills). But we could also put those under Requirements as they are experience/skills.
But to avoid thin sections, maybe we just have Requirements (including both Required and the Highly Qualified Candidates list) and Qualifications (Preferred). And we can omit Skills if not needed.
But we also have specific skills like MS Office, bilingual, etc. Those are in Highly Qualified Candidates list. If we put them in Requirements, it's fine.
Thus sections:
About the role
Responsibilities
Requirements
Qualifications
Benefits (if we include)
Pay
Schedule
Now we need to output HTML fragment only.
We need to ensure we don't include any boilerplate like EEO, application instructions, etc.
We need to preserve all substantive information: that includes the list of duties, the required qualifications, preferred qualifications, pay range, schedule, remote, PST hours, bilingual languages, etc.
We need to not repeat job title as heading.
We need to not put Job ID/requisition numbers as headings (none present).
We need to remove duplicated lines (maybe there are none).
Now craft the HTML.
We'll start with About the role
then ...
.
About the role paragraph: Combine first two sentences: "Molina Healthcare is hiring for Support Center Level III Reps. These roles are remote and will be working PST (Pacific Standard Time Hours) any time between 5am until 4:30pm. These call center customer service roles will be taking inbound and also conducting outbound calls to our members."
We need to keep the exact times: "5am until 430pm" (they wrote 430pm). We'll keep as given: "5am until 430pm". Might want to keep as is.
Now Responsibilities: We'll create - items.
We need to include the paragraph: "Provides level III 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, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to member/provider engagement and retention."
Then the Essential Job Duties list: each sentence starting with "Provides service support..." etc. We'll turn each into
- .
We need to ensure we capture all duties:
List from the posting:
- 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.
- Provides product and service information and identifies opportunities to maintain and increase member/provider relationships and engagement.
- Provides excellent customer service for all support center communication channels.
- Handles escalated calls on behalf of leadership.
- Accurately documents all member/provider communications.
- 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 a compassionate manner by identifying and exceeding customer expectations.
- Listens skillfully, collects relevant information, determines immediate requests and identifies the customer’s needs.
- Achieves individual performance goals established in the areas of call quality, attendance, scheduled adherence and call center objectives.
- Demonstrates personal responsibility and accountability by taking ownership of the customer's call/issue and following through to resolution in real-time or via expeditious follow-up.
- Supports a wide variety of member and provider inquiries involving eligibility, benefits, claims, premiums, authorizations, appeals, contracting, credentialing, and other issues; conducts initial research and works to immediately resolve issues; appropriately escalates issues based on established risk criteria.
- Responds to incoming calls from providers on a variety of issues of varying complexity, including highly complex or executive issues, and demonstrates understanding of provider service inquiries related to claims, authorizations, appeals, contracting and credentialing.
- Gathers information to critically evaluate options, seeking alternative perspectives to identify root causes and develop solutions.
- Proficient in three or more lines of business (Medicare, Medicaid, Marketplace, Medicare-Medicaid Plan (MMP)) - supporting member services, provider services and member retention.
- Completes research for state, legislative or regulatory inquiries as applicable.
- Conducts member satisfaction assessment services and other member surveys as applicable and based on business needs.
- Assists other retention or inbound functions as dictated by service level requirements.
- Remains professional and courteous in verbal and written communications - utilizing concise and effective language at all times.
- Professionally engages and collaborates with other departments as needed.
- Provides training and support to new and existing support center representatives.
We'll put each as
- .
Now Requirements: We'll combine Highly Qualified Candidates list and Required Qualifications list.
Highly Qualified Candidates list:
- Medicare / Medicaid / Healthcare knowledge
- Solid phone customer service experience
- Excellent communication skills, both written and verbal
Requirements
maybe combine Required Qualifications and the "Highly Qualified Candidates Will Have the Following Experience" (which is like required experience). Could also have Skills section for specific skills like MS Office, bilingual, etc. But we can follow headings: Requirements, Qualifications, Skills. The instruction says we can use those headings; we need to decide which to include based on content. We have: - Highly Qualified Candidates Will Have the Following Experience: list of experience/knowledge/skills. - Required Qualifications: list. - Preferred Qualifications: list. We could map: Requirements: Required Qualifications. Qualifications: Preferred Qualifications (or maybe combine both). Skills: maybe the specific skills like MS Office, bilingual, etc. But we already have those in the Highly Qualified Candidates list. Better to have:About the role
Responsibilities
Requirements
(Required Qualifications)Qualifications
(Preferred Qualifications)Skills
(maybe the Highly Qualified Candidates list). But that may be redundant. Alternatively, we could combine Highly Qualified Candidates list into Requirements as well. But we need to avoid duplication. Let's think: The posting includes both "Highly Qualified Candidates Will Have the Following Experience" and then separate "Required Qualifications" and "Preferred Qualifications". The Highly Qualified Candidates list seems to be a summary of desired experience/skills. Could be considered as Requirements. The Required Qualifications list is more formal. The Preferred Qualifications list is extra. We could create:About the role
Responsibilities
Requirements
(combine Highly Qualified Candidates + Required Qualifications)Preferred Qualifications
(maybe as Qualifications) But the instruction says we can use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can have Requirements and Qualifications separate. Thus: - Requirements: Required Qualifications. - Qualifications: Preferred Qualifications. - Skills: maybe the Highly Qualified Candidates list (knowledge, skills). But we could also put those under Requirements as they are experience/skills. But to avoid thin sections, maybe we just have Requirements (including both Required and the Highly Qualified Candidates list) and Qualifications (Preferred). And we can omit Skills if not needed. But we also have specific skills like MS Office, bilingual, etc. Those are in Highly Qualified Candidates list. If we put them in Requirements, it's fine. Thus sections: About the role Responsibilities Requirements Qualifications Benefits (if we include) Pay Schedule Now we need to output HTML fragment only. We need to ensure we don't include any boilerplate like EEO, application instructions, etc. We need to preserve all substantive information: that includes the list of duties, the required qualifications, preferred qualifications, pay range, schedule, remote, PST hours, bilingual languages, etc. We need to not repeat job title as heading. We need to not put Job ID/requisition numbers as headings (none present). We need to remove duplicated lines (maybe there are none). Now craft the HTML. We'll start withAbout the role
then...
. About the role paragraph: Combine first two sentences: "Molina Healthcare is hiring for Support Center Level III Reps. These roles are remote and will be working PST (Pacific Standard Time Hours) any time between 5am until 4:30pm. These call center customer service roles will be taking inbound and also conducting outbound calls to our members." We need to keep the exact times: "5am until 430pm" (they wrote 430pm). We'll keep as given: "5am until 430pm". Might want to keep as is. Now Responsibilities: We'll create- items. We need to include the paragraph: "Provides level III 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, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to member/provider engagement and retention." Then the Essential Job Duties list: each sentence starting with "Provides service support..." etc. We'll turn each into
- . We need to ensure we capture all duties: List from the posting: - 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. - Provides product and service information and identifies opportunities to maintain and increase member/provider relationships and engagement. - Provides excellent customer service for all support center communication channels. - Handles escalated calls on behalf of leadership. - Accurately documents all member/provider communications. - 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 a compassionate manner by identifying and exceeding customer expectations. - Listens skillfully, collects relevant information, determines immediate requests and identifies the customer’s needs. - Achieves individual performance goals established in the areas of call quality, attendance, scheduled adherence and call center objectives. - Demonstrates personal responsibility and accountability by taking ownership of the customer's call/issue and following through to resolution in real-time or via expeditious follow-up. - Supports a wide variety of member and provider inquiries involving eligibility, benefits, claims, premiums, authorizations, appeals, contracting, credentialing, and other issues; conducts initial research and works to immediately resolve issues; appropriately escalates issues based on established risk criteria. - Responds to incoming calls from providers on a variety of issues of varying complexity, including highly complex or executive issues, and demonstrates understanding of provider service inquiries related to claims, authorizations, appeals, contracting and credentialing. - Gathers information to critically evaluate options, seeking alternative perspectives to identify root causes and develop solutions. - Proficient in three or more lines of business (Medicare, Medicaid, Marketplace, Medicare-Medicaid Plan (MMP)) - supporting member services, provider services and member retention. - Completes research for state, legislative or regulatory inquiries as applicable. - Conducts member satisfaction assessment services and other member surveys as applicable and based on business needs. - Assists other retention or inbound functions as dictated by service level requirements. - Remains professional and courteous in verbal and written communications - utilizing concise and effective language at all times. - Professionally engages and collaborates with other departments as needed. - Provides training and support to new and existing support center representatives. We'll put each as
- . Now Requirements: We'll combine Highly Qualified Candidates list and Required Qualifications list. Highly Qualified Candidates list: - Medicare / Medicaid / Healthcare knowledge - Solid phone customer service experience - Excellent communication skills, both written and verbal