Representative, Support Center - Remote

About the role

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.

Responsibilities

• Provides service support to members and/or providers using one or more support center communication channels serving multiple states and/or products, including phone, chat, and email, as well as other administrative off‑phone duties supporting Medicaid, Medicare, and 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 for scheduled lunches and breaks, and accommodates overtime and/or weekends as needed.
• Demonstrates the 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 in call quality, attendance, adherence, and other support center objectives.
• Proactively engages and collaborates with various internal and 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.

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.
• Strong 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 with Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
• Call center experience.
• Managed care/health care experience.

Benefits

Molina Healthcare offers a competitive benefits and compensation package.

Pay

Pay Range: $11.09 – $24.02 per hour. Actual compensation may vary based on geographic location, work experience, education, and skill level.

Schedule

Regular shifts within Molina’s hours of operation, with scheduled lunches and breaks; overtime and weekend work may be required.