Job Description
Molina’s Customer Experience team has several opportunities within our organization. Molina supports members and providers for different lines of businesses across multiple states. We are committed to providing excellent customer service to our members and providers. We have competitive benefits along with a clear career path to allow growth within 6-8 months. This role is a remote position and salary will be based on experience you bring to Molina!
Molina is a fast-pace, energetic organization and is committed to caring for our customers. This role provides customer support and requires 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 experience.
JOB DESCRIPTION
Job Summary
This position will work PST hours M-F. Employee must be English/Spanish bilingual.
Outbound calling (Genesys platform) to schedule members preventative appointments with outreach to Providers when necessary. Documentation of call outcomes entered into Salesforce platform. May also perform a variety of activities in support of the functional processes, programs and/or services. Also provides the administration of various programs, projects and assignments aligned with functional processes and services. Work may involve design and development of program components, coordination of work effort across third party vendors or internal staff to execute against program requirements, development and monitoring of program/project metrics and ongoing process improvement.
KNOWLEDGE/SKILLS/ABILITIES
- Capable of meeting/ exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
- Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
- Support outbound phone calls for routine or Members or Providers issues and accurately document pertinent details.
- Assists in planning and organizing project activities.
- Collaborates with internal and external parties to assist with organizing the various components needed to initiate, run and conclude major projects.
- Retrieves data from a variety of sources for the purpose of complying with financial, legal and/or administrative requirements.
- Identifies and reports departmental operational issues and resource needs to the appropriate management personnel.
- Presents information on administrative department procedures, services, regulations, etc. for the purpose of orienting other personnel and/or disseminating information to appropriate parties.
JOB QUALIFICATIONS
Required Education
Associate degree or equivalent combination of education and experience
Required Experience
1-3 years
Preferred Education
Bachelor’s Degree or equivalent combination of education and experience
Preferred Experience
3-5 years
Healthcare experience highly preferred.
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.
Pay Range: $15.58- $30.37/hour*
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.