JOB DESCRIPTION
Job Summary
This Contact Center Rep role will be primarily working in office in Syracuse, NY up to 75% of the time with some opportunity to work from home based on business needs.
This role will be on the phones 90% of the time and will help members who walk into the office.
Office hours are from 8:30 - 5:30pm EST and there will be mandatory Contact Center training for the first 4 weeks. Qualified candidates would be bilingual in Spanish.
Provides customer support and stellar service to meet the needs of our Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions. Provides product and service information, and identifies opportunities to improve our member and provider experiences.
Job Duties
- Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products. To include, but not limited to, phone, chat, email, and off phone work supporting our Medicaid, Medicare and/or Marketplace business.
- Conduct varies surveys related to health assessments and member/provider satisfaction.
- Accurately document pertinent details related to Member or Provider inquiries.
- Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
- Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
- Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
- Capable of meeting/ exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
- Able to proactively engage and collaborate with varies Internal/ External departments.
- Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow up with the Member and/or Provider.
- Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
- Ability to effectively communicate in a professionally setting.
Job Qualifications
REQUIRED EDUCATION :
HS Diploma or equivalent combination of education and experience
REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES :
1-3 years Sales and/or Customer Service experience in a fast paced, high volume environment
PREFERRED EDUCATION :
Associate's Degree or equivalent combination of education and experience
PREFERRED EXPERIENCE :
1-3 years
Preferred Systems Training:
Microsoft Office
Genesys
Salesforce
Pega
QNXT
CRM
Verint
Kronos
Microsoft Teams
Video Conferencing
CVS Caremark
Availity
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
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Pay Range: $11.09 - $24.02 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
