Overview Responsibilities
- Own, handle and resolve complex issues.
- Effectively manage escalations within the department by ensuring accountability, sense of urgency, communication and follow through to closure.
- Work with coworkers, management, and other departments to coordinate problem solving in an effective and timely manner.
- Provide technical expertise to co-workers and handle elevated escalations. Provide service support to members and/or providers using one or more contact center channels across multiple states and/or products, including phone, chat, email, and off-phone work.
- Provide exemplary customer service to customers including members, coworkers, vendors, providers, government agencies, business partners, and the general public.
- Assist agents with questions and escalated contact center communications across multiple states and/or products. Recognize trends and patterns in call types and engage leadership with suggested solutions.
- Accurately document all contact center communications.
- Achieve individual performance goals related to call center objectives.
- Assist with training needs of employees as needed.
- Demonstrate personal responsibility and accountability by meeting attendance and schedule adherence expectations.
Job Qualifications
REQUIRED EDUCATION: Associates Degree or equivalent combination of education and experience
REQUIRED EXPERIENCE: 5-7 years
PREFERRED EDUCATION: Bachelors Degree or equivalent combination of education and experience
PREFERRED EXPERIENCE: 7-9 years
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: $21.16 - $38.37 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
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