Representative, Support Center

Job description

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: - 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. - Conducts various 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 protocol related to scheduled lunches and breaks, and accommodates overtime and/or weekends as needed. - Demonstrates ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations....