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HR Service Center Representative

Job Details

This position’s main duty is to be a member of a HR Service Center team which provides employees, members of the field organization and outside parties answers to questions regarding HR information, policies, and processes. This position also processes standard HR processes as assigned and may perform special projects related to general HR administration including benefits, payroll, HR policies/processes, etc.

DUTIES & RESPONSIBILITIES: 

  • Provides excellent customer service through various channels to employees (past, present, and prospective), members of the field organization and outside parties regarding HR related inquiries while following standard operating procedures.
  • Ability to identify the unspoken needs of the customer by actively engaging and listening to our customers.
  • Research and answers standard HR Service Center questions or requests accurately and timely to meet service level agreement.
  • Corresponds with the workforce or requesting party by using a variety of tools, systems, and resources to obtain needed information and resolve inquiry.
  • Escalate unusual/complex cases within HR Service Center to the appropriate tier or redirect case to other internal service centers for follow-up and/or resolution.
  • Clearly documents and logs 100% of interactions received using the case management tool. 
  • Leverages case management, HR systems, and other related systems to process standard HR related operational tasks such as data change and requests, verifications of employment, time reporting, etc. (not an inclusive list of tasks) to prepare required documentation for these processes.
  • Identifies and suggests process improvements or ideas for better serving customers of the HR Service Center. 
  • Performs assignments and special projects related to general HR administration.

QUALIFICATIONS & SKILLS:  

 Required:

  • High school diploma or equivalent
  • One year of experience related to benefits, payroll, and HRIS systems.
  • Strong customer service skills and ability to effectively prioritize responsibilities.
  • Effective verbal and written communication skills, organizational skills, strong attention to detail, and ability to be flexible in an ever-changing environment.
  • Ability to work in a fast-paced environment with a variety of personality types, shifting priorities, and frequently changing programs/information.
  • Ability to maintain confidentiality of employee information.

 Preferred: 

  • Bachelor’s or Associate’s degree
  • Experience in Human Resources or a service/call center
  • Experience with Workday

APPLY HERE: HR Service Center Representative

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Representative, Support Center II – Remote

Job Details

Provides level II 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, identifies opportunities to improve the member and provider experience, and supports continuous quality improvement initiatives related to member/provider engagement and retention.

Essential Job Duties

• 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. 
• Supports member/provider issues in areas involving member/provider impact and engagement including: appeals and grievances (A&G), problem research and resolution, and the development/maintenance of member/provider materials.
• Assists members and providers with a focus on process improvement and retention.
• Consistently delivers excellent customer service and first call resolution.
• Accurately documents all calls across multiple platforms. 
• 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.
• Quickly builds rapport and responds to customers in an empathetic manner by identifying and exceeding customer expectations.
• Listens attentively, captures relevant information, and identifies and resolves member and provider inquiries and concerns.
• Meets or exceeds individual performance goals established 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 a wide variety of member and provider inquiries involving benefits, claims, premiums, provider portal, member eligibility, and other issues; conducts initial research and works to immediately resolve issues. 
• Evaluates risk criteria and determines urgency and appropriate escalation path. 
• Demonstrates proficiency in at least two lines of business (e.g., Medicaid, Marketplace).
• Manages multiple channels of communication (e.g., Teams, email) within a timely manner.
• Demonstrates understanding of provider service inquiries related to claims, authorizations, appeals, contracting and credentialing.

Required Qualifications

• At least 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.  
• 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.
• Broker/health insurance license.

To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V

Pay Range: $12.19 – $26.42 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

APPLY HERE: Representative, Support Center II – Remote

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Temp Remote Recruiter (2-3 Months)

Job Details

We are seeking a motivated Remote Recruiter (Temp Position – Estimated Length 2-3 months) to conduct interviews, evaluate candidates, and make hiring decisions based on current organizational needs. You will work closely with department heads to identify needs and identify qualified candidates. Strong communication, decision-making skills, and the ability to work in a fast-paced environment are essential. The ideal candidate thrives in a remote setting and is adept at using modern recruitment tools to engage top talent.
This position is currently a Temporary Position with an estimated length of 2-3 Months. Benefits are limited to those required by State, Federal, and/or Local Law.

Remote, $20 per hour.  Schedule: Mon-Fri 8am to 5pm with 1hr lunch. 

Distinguishing Characteristics: Primary job function is recruiting Security Officers. 
 
ESSENTIAL FUNCTIONS: 
• The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity. 
• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions. 
• Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein. 
• In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions. 
• All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.  
1. Conducts initial interviews and selects viable candidates to be moved forward in the hiring process.
2. Reviews employment applications and evaluates work history, education and training, job skills, compensation needs, and other qualifications and requirements of applicants.
3. Reviews job orders and matches applicants with job requirements, utilizing manual or computerized file search methods. 
4. Informs applicants of job duties and responsibilities, compensation and benefits, work schedules and working conditions, company and union policies, promotional opportunities, and other related information. 
5. Maintains records of applicants selected and not selected for employment. 
6. Performs tasks and duties of a similar nature and scope as required for assigned office. 
 
MINIMUM QUALIFICATIONS AT ENTRY 
Preferably 1 year + experience in a Security role with recruiting/interviewing experience but not required
Additional qualifications may be specified and receive preference, depending upon the nature of the position. 
 
MINIMUM HIRING STANDARDS: 
• Must be at least 18 years of age. 
• Must have a reliable means of communication (i.e., pager or phone). 
• Must have a reliable means of transportation (public or private). 
• Must have the legal right to work in the United States. 
• Must have the ability to speak, read, and write English. 
• Must have a High School Diploma or GED. 
• Must be willing to participate in the Company’s pre-employment screening process, including drug screen and background investigation. 
 
Education/Experience: High School Diploma or G.E.D. and 2 years of related experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. 
 
Competencies (as demonstrated through experience, training, and/or testing): 
• Understanding of recruiting methods and sources, and regulations related to the hiring process. 
• Thorough understanding of standard office procedures and practices. 
• Ability to interpret instructions furnished in written, oral, diagrammatic, or schedule form. 
• Ability to use personal computers and office productivity software. 
• Good interviewing skills. 
• Ability to write original correspondence. 
• Planning, organizing, and project coordination skills. 
• Ability to communicate clearly and concisely. 
• Ability to interact effectively at all levels and across diverse cultures. 
• Ability to be an effective team member and handle projects responsibly. 
• Strong customer and results orientation. 
 
APPLY HERE: Temp Remote Recruiter (2-3 Months)
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