Thread regarding Molina Healthcare Inc. layoffs

Member Services Contact Center Outsourcing

Member Services Contact Center

Currently Molina is running Nurse Advice Line (NAL) in-house. Around Q2, Molina submitted a RFP to outsource NAL to save costs among other factors. Carenet has been selected as the vendor for this initiative

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Post ID: @X5yo4r1
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NO NAMES. Putting names will get this thread nuked.

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Post ID: @X5yo4r1-3mal

The entire contact center is over staffed. There is numerous uneed teams. Good luck contact center under new management changes headed your way.

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Post ID: @X5yo4r1-3ste

Poor JZ...it’s almost like he is underpaid- as crazy as that sounds. What a c-apwagon company...glad I c-apped out of there!

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Post ID: @X5yo4r1-2cnc

Susan Graham is gone. The call centers have been a hot mess so not surprised. They had us taking calls for 5 and 6 different states at the same time!!! It was crazy. Lots of good people quit. They closed a lot of the call centers and were going to close Washington too until someone finally figured it out. Washington has the most medicaid members so why close that site. The people that were making these decisions were clueless. Joe Z will eventually figure all of this out. The work force team does not know what they are doing. One day we are on back to back calls and the next day we have 5 minutes between calls. We have 5 minutes between calls and I am sitting here on OT. Makes no sense. My supervisor said that the medicaid contracts do not allow for calls to be outsourced so Joe Z will need to figure this out. Even if we are sold, the state contracts do not change and calls can't be outsourced. I also heard that some state contracts even say that calls must be answered in their state. Lot's of changes comings we will see.

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Post ID: @X5yo4r1-2mjt

Lot of ppl know how useless the current team under Susan Graham and her mgmt staff is ... ideally they should outsource the whole MPCC (member provider contact center) dept over over 3000+ staff members.

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Post ID: @X5yo4r1-2wuw

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