• Receive 145+ incoming calls and create happy guests • Engage with customers via phone and email • Call out or email to guests regularly to follow up with existing customers • Responsible for hitting clear monthly sales goals and KPIs • Maintain call handling expectations • Engage in Lead Campaigns as assigned • Engage in regular training to enhance skills • Meet regularly with Supervisor to discuss metrics and performance • Participate in weekly team meetings and on Teams Chats • Rotating Saturdays required

• Manage 145 leads per month in addition to any previous workload pending sale • Engage with multiple customers via phone and email daily • Responsible for hitting defined sales goals monthly and annually • Maintain a healthy and organized sales pipeline • Participate in regular training to enhance your skills • Meet regularly with Supervisor to discuss metrics and performance • Participating in weekly team meeting's Teams Chats • Rotating Saturday’s shift required. Will receive one day off that week to compensate.

Role Description This is a fully remote call center role and will work on Pacific time zone. 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. - 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. - Listens attentively, captures relevant information, and identifies member or provider inquiries and concerns. - Meets or exceeds individual performance goals established for the position in the areas of: call quality, attendance, adherence and other support center objectives. - Proactively engages and collaborates with various internal/external stakeholders. - Demonstrates personal responsibility and accountability by taking ownership of real-time solutioning and timely member and/or provider follow-up. - Supports provider needs related to inquiries and assistance involving member eligibility and covered benefits, provider portal, and status of submitted claims. Qualifications - Must be bilingual English/Spanish - Up to 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience. - Customer service skills. - Data processing experience. - Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs. - Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA). - Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers. - Effective verbal and written communication skills. - Basic proficiency in Microsoft Office suite and applicable software programs. Preferred Qualifications - Systems training/experience for the following: Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity. - Call center experience. - Managed care/health care experience. Benefits Molina Healthcare offers a competitive benefits and compensation package. Company Description Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

• Perform outbound calls to obtain appropriate information and document accurately • Responsible for answering in-bound calls and assisting customers with pharmacy related services • Maintain strict professionalism in all communication methods while providing efficient, courteous, and friendly service • Contact insurance companies for benefit investigation and coverage eligibility • Provide prior authorizations and appeals support • Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs • Update job knowledge by participating in educational opportunities and training activities • Work efficiently both individually and within a team to accomplish required tasks • Maintain and improve quality results by adhering to standards and guidelines by meeting quality standards set forth by program KPI’s • Report ADE’s according to program policy and guidelines • Adhere to all HIPAA guidelines