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Job Description

Job Summary

• Accurately record all calls in all Molina systems as applicable- CCA, QNXT, Database

• Responds to internal and external customers in a timely and accurate manner, treating them with respect and courtesy.

• Ad Hoc requests for member materials

Knowledge/Skills/Abilities

• Responds to incoming calls from members and providers

• Make outbound calls to members to educate and to encourage members to accept designated care coordination services as part of the Health Home program.

• Achieve individual performance goals as it relates to The Health Home program objectives

• Engaged and collaborate with other departments as applicable

• Ability and knowledge to complete member referrals to Molina CM teams as applicable

• Comply with workplace safety standards

• Comply with regulatory requirements

• Proficient in discussion and execution of Molina’s policies and procedures in accordance with regulatory requirements.

• Demonstrates positive working relationship with peers and effectively manage conflict

• Attend meetings and training sessions as scheduled

• Show flexibility in meeting changing performance objectives consistent with Molina and department objectives

• Seek out work during the slow times to help ensure that department goals are met

• Assist with formal training needs of new employees as needed

• Takes responsibility for keeping up to date and develops skills to meet new needs Pursues learning opportunities to develop and broaden skill set and expertise

• Respond to telephone inquiries from both Molina members and Providers and provide accurate, efficient, and courteous service. Conduct outbound call campaigns, for scheduling in person visits by a care coordinator or offer the Health Home program details. Strong influencing skills

• Ability to use PC, typing 40 WPM

• Ability to talk and type simultaneously.

• Strong listening skills

• Empathy/passion for work with senior, disabled, low income populations and providers

• Strong interpersonal communication skills, organizational skills and problem solving

• Bilingual communication skills strongly preferred.

• Ability to maintain attendance to support required quality and quantity of work.

• Maintain confidentiality and comply with Health Insurance Portability and Accountability act (HIPAA)

• Ability to establish and maintain positive and effective work relationships with co-workers’ clients, members, providers and customers.

Job Qualifications

REQUIRED EDUCATION:

• High School Diploma or GED

REQUIRED EXPERIENCE

• Minimum 2 years customer service/ call center experience healthcare or equivalent related experience

• 1 year experience doing outbound appointment setting or similar services

• Working knowledge of Microsoft office (Excel, word, outlook) or other comparable software.

PREFERRED EDUCATION:

• Associates Degree

PREFERRED EXPERIENCE:

• Experience in customer service, healthcare scheduling or office experience, communication with members via telephone, experience with community based resources.

• Bi-Lingual Spanish

• Experience is Social Services, Chemical Dependency Services and or mental healthcare

• Working knowledge of the State Medicaid services or Health Home program.

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: $11.09 - $24.02 / HOURLY

*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.