FAQs
What is the primary role of a Rep, Customer Experience at Molina Healthcare?
The primary role is to provide customer support and stellar service to meet the needs of Molina members and providers, resolving issues and addressing inquiries effectively while demonstrating Molina values.
What communication channels will I be using to provide service support?
You will be using multiple contact center communication channels, including phone, chat, email, and off-phone work.
What types of customers will I be assisting in this position?
You will assist both members and providers within Medicaid, Medicare, and Marketplace services.
What are the required qualifications for this position?
A high school diploma or equivalent combination of education and experience is required, along with 1-3 years of sales and/or customer service experience in a fast-paced, high-volume environment.
Is there a preferred education level for candidates?
Yes, an Associate’s Degree or an equivalent combination of education and experience is preferred.
What tools or systems should I be familiar with for this job?
Preferred familiarity includes Microsoft Office, Genesys, Salesforce, Pega, QNXT, various CRM systems, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.
What key performance areas will I be evaluated on?
You will be evaluated on Call Quality, Attendance, Adherence, and other Contact Center objectives.
Is there potential for overtime or weekend work required in this position?
Yes, the role requires the ability to work regularly scheduled shifts, including potential overtime and weekends, as needed.
What is the pay range for this position?
The pay range is $21.16 - $28.82 per hour, with actual compensation varying based on geographic location, work experience, education, and skill level.
Is Molina Healthcare an equal opportunity employer?
Yes, Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.