JOB DESCRIPTION
Job Summary
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.
KNOWLEDGE/SKILLS/ABILITIES
Manages member services operations.
Ensures compliance with state and regulatory requirements.
Identifies new opportunities for process development.
Develops and implements interventions to address deficiencies and negative trends.
Provides exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and the general public.
Work with coworkers, management, and other departments to help coordinate problem solving in an effective and timely manner.
Provide technical expertise to co-workers and handles elevated calls
Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public
Assists agents with questions and escalated calls. Recognizes trends and patterns in call types and engages leadership with suggested solutions.
Achieves individual performance goals as it relates to call center objectives.
Assists with training needs of employees as needed.
Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.
Proficient in Medicaid (CA Medicaid preferred), Medicare, and/or MMP lines of business
Ability to manage multiple requests, strong follow-through skills and ability to resolve issues in a fast-paced environment.
Excellent verbal and written communication.
Bilingual skills (fluent in English and Spanish) are a plus
JOB QUALIFICATIONS
Required Education
Bachelor's Degree or equivalent combination of education and experience
Required Experience
5-7 years
Experience in a Healthcare call center environment
Preferred Education
Graduate Degree or equivalent combination of education and experience
Preferred Experience
7-9 years
Pay Range: $54,922 - $107,098 yearly*
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
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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