Representative, Support Center

JOB DESCRIPTION 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. Essential Job Duties u2022 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. u2022 Conducts various surveys related to health assessments and member/provider satisfaction. u2022 Accurately documents pertinent details related to member or provider inquiries. u2022 Works regularly scheduled shifts within Molina hours of operation, follows protocol related to scheduled lunches and breaks, and accommodates overtime and/or weekends as needed. u2022 Demonstrates ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations. u2022 Listens attentively, captures relevant information, and identifies member or provider inquiries and concerns. u2022 Meets or exceeds individual performance goals established for the position in the areas of: call quality, attendance, adherence and other support center objectives. u2022 Proactively engages and collaborates with various internal/external stakeholders. u2022 Demonstrates personal responsibility and accountability by taking ownership of real-time solutioning and timely member and/or provider follow-up. u2022 Supports provider needs related to inquiries and assistance involving member eligibility and covered benefits, provider portal, and status of submitted claims. Required Qualifications u2022 Up to 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience. u2022 Customer service skills. u2022 Data processing experience. u2022 Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs. u2022 Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA). u2022 Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers. u2022 Effective verbal and written communication skills. u2022 Basic proficiency in Microsoft Office suite and applicable software programs. Preferred Qualifications u2022 Systems training/experience for the following : Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity. u2022 Call center experience. u2022 Managed care/health care experience. #LI-AC1 #PJCC3 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 Pay Range: $21.65 - $28.82 / HOURLY Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

Created: 2026-04-13