Customer Support Representative III - Bilingual (Spanish/English) Preferred

JOB DESCRIPTION Job Summary As a Customer Support Representative III at Molina, you will deliver exceptional service to our members and providers, ensuring their needs are met with care and efficiency. Your role will include resolving issues, providing product information, and identifying opportunities to enhance member and provider experiences. You will be pivotal in driving continuous quality improvements and addressing concerns related to Appeals and Grievances, Problem Research and Resolution, and the development of Member/Provider Materials. Job Duties Offer service support to members and providers across various communication channels, including phone, chat, and email. Handle escalated calls professionally and represent management in customer interactions. Document all communication accurately to ensure a seamless experience. Adapt to a schedule that may include overtime and weekend hours, as necessary. Build rapport with customers compassionately to meet and exceed their expectations. Skillfully listen to determine customer needs and respond appropriately. Meet individual performance goals in call quality, attendance, and adherence to schedule. Collaborate with other departments to resolve inquiries effectively. Take ownership of customer issues, ensuring resolution is achieved promptly. Assist members with inquiries about their benefits, claims, and other complex issues. Support providers with a variety of concerns, including claims and authorizations. Conduct research to solve inquiries related to state regulations or legislative inquiries. Identify root causes of issues and develop effective solutions. Participate in training new staff and assisting with their development. Conduct member satisfaction assessments and surveys as required by business needs. Maintain professionalism in all verbal and written communications. Job Qualifications REQUIRED EDUCATION:

Associate's Degree or equivalent combination of education and experience. REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES:

3-5 years of customer service or sales experience in a fast-paced environment. PREFERRED EDUCATION:

Bachelor's Degree or equivalent combination of education and experience. PREFERRED EXPERIENCE:

5-7 years in relevant positions. Proficient in systems utilized: Microsoft Office Genesys Salesforce Pega QNXT CRM Verint Kronos Microsoft Teams Video Conferencing CVS Caremark Availity Molina Provider Portal Other systems as required PREFERRED LICENSE, CERTIFICATION, ASSOCIATION:

Broker/Healthcare insurance licensure. 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 - $34.88 / HOURLY. Actual compensation may vary based on geographic location, work experience, education, and skill level.