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Care Connections Rep

Long Beach, California Job ID 2000124
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Job Description

Job Summary
• Accurately record all calls in QNXT or other systems as applicable 
• Responds to internal and external customers in a timely and accurate manner, treating them with respect and courtesy
• Advise callers of outstanding HEDIS services needed
• Assists callers with Web Portal registration and utilization
• Ad hoc requests for member materials

• Respond to incoming calls from members and providers.
• Make outbound calls to members to educate and encourage members to accept designated clinical services such as health risk assessments, post-hospitalization care, disease management, or primary care that are delivered where they reside (home, assisted living, or nursing facility).
• Achieve individual performance goals as it relates to call center objectives
• Engage and collaborate with other departments as applicable  
• Comply with workplace safety standards 
• Comply with regulatory requirements
• Proficient in discussion and execution of Molina's policies and procedures in accordance with regulatory requirements
• Demonstrate positive working relationships with peers and effectively manage conflict
• Attend meetings and training sessions as scheduled
• Show flexibility in meeting changing performance objectives consistent with Molina and department objectives 
• Seek out work during slow times to help ensure that department goals are met
• Assist with formal training needs of new employees as needed  
• Takes responsibility for keeping up-to-date and develops skills to meet new needs   Pursues learning opportunities to develop and broaden skill set and expertise
• Conduct member satisfaction assessment services as applicable and based on business needsRespond to telephone inquiries from both Molina Members and Providers and provide accurate, efficient, and courteous service.  Conduct outbound call campaigns for scheduling home-based or house call services.• Strong influencing and sales skills 
• Ability to use PC, typing 40 WPM
• Ability to talk and type simultaneously 
• Strong listening skills
• Empathy/passion for working with senior, disabled, low income populations and providers
• Strong Interpersonal Communication Skills;, organizational  skills and Problem Solving
• Bilingual communication skills strongly preferred
• Ability to abide by Molina's policies and procedures
• Ability to maintain attendance to support required quality and quantity of work
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA)
• Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers


Job Qualifications

Required Education

High School Diploma or GED                                                                                                                                                                                                                        
Required Experience

• Minimum 2 years Customer Service/Call Center experience in Healthcare or equivalent related experience
• 1 year experience doing outbound appointment setting  or similar services
• Working knowledge of Microsoft Office   (Excel, Word, Outlook)  or other comparable software

Preferred Education
Associates Degree         
Preferred Experience
• Experience in home care/home health agency or Medicare in-home assessment vendor
• Bi-lingual Spanish
• Experience in social services, chemical dependency services, and/or mental healthcare  
• Working knowledge of the State Medicaid and Med

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.


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  • Healthcare Services, Long Beach, California, United StatesRemove