Molina Healthcare - Georgetown, KY
posted 4 months ago
Full-time
Remote - Georgetown, KY
Insurance Carriers and Related Activities
About the position
The Care Connections Representative is responsible for conducting outbound calls to Molina members to schedule appointments with Nurse Practitioners for preventive care services. This role emphasizes high-quality customer service and adherence to call center metrics while ensuring compliance with HIPAA regulations.
Responsibilities
- Conduct outbound calls to Molina members and schedule appointments with Nurse Practitioners.
- Understand and strive to meet or exceed call center metrics while providing high-quality consistent customer service.
- Remove barriers for members, escalating high-impact member issues.
- Perform timely documentation in electronic medical records and provide daily audits and feedback.
- Accurately schedule appointments to meet all key metrics based on individual scripts, Care Connections, state, and company goals.
- Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
- Participate in special projects as assigned.
- Other duties as assigned.
Requirements
- High School Diploma or equivalency.
- Excellent customer service, active listening, verbal and written communication skills, professional phone voice.
- Working knowledge of Microsoft Office (Outlook, Word, Excel) or other comparable software.
- Strong phone and verbal communication skills along with active listening.
- Ability to multi-task, set priorities, high ability to pivot with change in strategy and manage time effectively.
- Problem-solving skills.
- Attention to detail.
- Bilingual (English/Spanish, Chinese, Korean or Vietnamese).
Nice-to-haves
- Associate's degree or equivalent combination of education and experience.
- Customer Service/Call Center experience in health care or equivalent related.
- Experience doing outbound appointment setting or similar services.
Benefits
- Competitive benefits and compensation package.
