Representative, Support Center (Bilingual English/Spanish)

About the role

This is a fully remote call center role that operates on Pacific time zone. The role provides level I support center customer service excellence to meet the needs of Molina members and providers. The position resolves issues and addresses needs fairly and effectively, while demonstrating Molina values. It also provides product and service information and identifies opportunities to improve the member and provider experience.

Responsibilities

• Supports members and/or providers using one or more support center communication channels such as phone, chat, and email, serving multiple states and/or products including 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.
• Maintains confidentiality and complies with the Health Insurance Portability and Accountability Act (HIPAA).
• Establishes and maintains positive and effective work relationships with coworkers, members, providers, and customers.
• Engages proactively and collaborates with various internal/external stakeholders.
• Engages with provider needs related to inquiries and assistance involving member eligibility and covered benefits, provider portal, and status of submitted claims.

Requirements

• Bilingual English/Spanish
• 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.

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.

Skills

• Customer service skills.
• Data processing experience.
• Attention to detail.
• Organizational and time-management skills.
• Confidentiality and HIPAA compliance.
• Verbal and written communication skills.
• Microsoft Office proficiency.

Benefits

Molina Healthcare offers a competitive benefits and compensation package. Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

Pay

Pay Range: $16.5 - $20.5 / HOURLY