Representative, Center

Job Summary

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.

• Provides service support to members and/or providers using one or more support center communication channels (phone, chat, email) and other administrative duties supporting Medicaid, Medicare and/or Marketplace lines of business.
• Conducts 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 lunch and break protocols, and accommodates overtime and/or weekends as needed.
• Builds rapport and responds to customers empathetically to exceed expectations.
• Listens attentively, captures relevant information, and identifies member/provider inquiries and concerns.
• Meets or exceeds individual performance goals in call quality, attendance, adherence, and other support center objectives.
• Engages and collaborates with internal and external stakeholders.
• Owns real‑time solutions and ensures timely follow‑up with members and/or providers.
• Supports provider needs regarding eligibility, benefits, portal access, and claim status.

• Must be bilingual in English and Spanish.
• Up to 1 year of customer service, call center, and/or sales experience in a fast‑paced/high‑volume environment, or equivalent combination of education and experience.
• Strong customer service skills.
• Data processing experience.
• Attention to detail, organizational and time‑management skills, and ability to manage simultaneous tasks.
• Ability to maintain confidentiality and comply with HIPAA.
• Ability to establish positive work relationships with coworkers, members, providers, and customers.
• Effective verbal and written communication skills.
• Basic proficiency in Microsoft Office suite and applicable software programs.

• Systems training/experience with Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, and Availity.
• Call‑center experience.
• Managed care/healthcare experience.

Pay Range: $16.50 – $20.50 per hour. Actual compensation may vary based on geographic location, work experience, education, and/or skill level.

Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.