Mon - Fri 11:30am - 8pm EST Hours (Must be flexable to work on weekends due to
buisness needs)
JOB DESCRIPTION Job Summary
Provides lead level 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.
Essential Job Duties
• Manages and resolves complex member/provider support center issues;
effectively manages escalations within the department by ensuring appropriate
accountability, sense of urgency, communication and follow-through to closure.
• Collaborates with peers, leadership, and other departments to resolve
member/provider issues in an effective and timely manner.
• Provides technical expertise to co-workers and handles elevated escalations;
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.
• Provides exemplary customer service to customers including members, providers,
co-workers, vendors, providers, government agencies, business partners, and the
general public.
• Assists representatives with questions and escalated support center
communication channels across multiple states and/or products; recognizes trends
and patterns in call types and engages leadership with suggested solutions.
• Accurately documents all support center communication channels.
• Achieves individual performance goals as it relates to support center
objectives.
• Demonstrates personal responsibility and accountability by meeting attendance
and schedule adherence expectations.
• Provides training, mentoring, and support to new and existing support center
representatives.
Required Qualifications
• At least 4 years of customer service, call center and/or sales experience in a
fast-paced/high-volume environment, or equivalent combination of relevant
education and experience.
• Understanding of insurance products including Medicaid, Medicare and
Marketplace/enrollment processes.
• Customer service skills, including ability to conduct thorough research while
maintaining coherent conversation with customers.
• 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.
• 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.
• Broker/health insurance license.
To all current Molina employees: If you are interested in applying for this
position, please apply through the Internal Job Board.
Molina Healthcare offers a competitive benefits and compensation package. Molina
Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V