family nurse practitioner

care manager

nurse practitioner

program manager

consultant

Molina Healthcare

What is the best part of working at the company?
Learning Epic and assisting members 

What is the most stressful part about working at the company?
1. Too many things to be done all at the same time 
2. Leadership wants newcomers to hit 30 appointments right out of training. Appointments no members want.
3. Not enough training to prepare you for live work 
4. Too many interruptions and micromanaging by supervisors on a daily basis, even interruptions while speaking to members and or nurses. 
5. Never having enough nurses in areas with high impacted members 
6. Auto dialer calling members 10 to 16 times a day resulting in us getting the brunt of the stress and insults.
7. Too much micromanaging 

What is the work environment and culture like at the company?
Too much micromanaging people actually wanting to help Members, but management and supervisors are not organized by the end of the day my anxiety attacks were exacerbated. We truly wanted to help or Members, but they were way too many interruptions at one point you needed to call interpreter services for non-English speaking Members we had to do it quickly if Members did not want our services supervisors were more than ready to accuse us and blame us for not pushing for an appointment.  The culture in the company is toxic, and although you want to do your best to help, you are not able to because of the management and supervisors being inept and antagonistic.

What is a typical day like for you at the company?
Typical day for me at work in this company, Was riddled with anxiety trying to make the 30 appointments a day and if I couldn’t make them like most there, we were all yelled at or set up to fail that is not how a job should be handled by higher-ups. By 8 o’clock at night, my anxiety levels were so high that I could barely take it. I am a person that has PTSD and anxiety attack. They knew this yet they interrupted us at every point whether I was speaking with a member and handling their issues or complaints, speaking where they an interpreter, finishing up, notating the CRM‘s it didn’t matter they wouldn’t interrupt me at every interval, which, of course made my anxiety kick up even worse. No Company should do micromanaging it should be illegal for them to do so these supervisors and managers should know when someone is working since they can go into a incognito windows and see who is working and who is not they knew I was working then what was on a call? Why would they purposely try to sabotage you and that is what what they did sabotage not even their seasoned agents could hit the 30 appointments a day let alone anyone who just graduated from training. I told him I wanted to leave because I could not take any more anxiety attacks nor micromanaging. They never got the resignation letters because they don’t  check their inboxes. They are unprofessional and no company of this caliber should stoop this low. 30 minutes for lunch was not enough. We needed to be on time for lunch on time for breaks but how do you do that if you’re on the phones speaking to an grieved member. Company goals are un sustainable and they are also scattered and unprofessional.

I worked here for over three years. Whatever management says, go's. Management can bend/break the rules, say whatever they want, and it's ok. They can make things up, steal ideas and claim them as their own, and basically do whatever they want. One manager had all of his children hired, and I can only assume there was a sham interview process and a generous salary offered. I was in a meeting with one of this managers children and I had an idea that was shot down. Ten minutes later, this mangers child had the same idea and it was accepted. And management held meetings upon meetings, where  absolutely nothing got accomplished. And at these meetings, line staff is supposed to spoon feed management all the information they need and management is not responsible for doing any work and can just say what they want, whether it makes sense or not. One such meeting, that occurred weekly, involved reviewing the inpatient stays of mental health clients and was just med reviews, more or less. The psychiatric medical director made we social workers attend, even though we generally said nothing, and if we did, it had nothing to do with the review. We asked to be excluded from the meeting, believing our time could be spent more effectively at our desk, working. The medical director refused to yield, even though as I said, we offered nothing. She wanted us their and their was no further discussion, though it was a colossal waste of time. And though line staff was supposed to be on time to the meeting, the medical director showed up when she felt like it and was generally late and suffered no reprecussions. And to the point of management not prepping for meetings; I had a case where I had carefully documented my calls to a particular person. At the meeting, a manager claimed she did not know who I was referring to in my notes and called me out in front of some very important people. When I got back to my desk and reviewed the case, I saw at least three different times where I referred to this person I spoke with by name, as well as their title. Line staffs ideas were almost never accepted and only management could make ideas that would actually be put in place. And before and idea was put in place, it went through endless meetings and endless revisions. I know revisions can be needed, but the amount and the number of meetings just boggled my mind. I recall at one meeting that the organizer said that it had been 45 minutes and we had only tackled one idea. I couldn't tell if he was proud of this, or frustrated. And it wasn't a big point; it should have taken 15/20 minutes tops to cover. They are enamored with catch phrases and titles and changing names of things, to make it look like something is happening. They shuffle managers into fancy new titles and create more bueracracy. Management is also very reactive, instead of proactive in meeting the demands of the business.

The training is atrocious. They have people who have been on the phones and know the that want to be trainers and team leads but they won't give them the option. 
In training, the basics of Medicaid was completely left out. The trainer had no syllabus, just winged it.
One class was thrown on the phones without training at all!
Supervisors are so swamped going every which way that they don't have time to communicate and answer questions.
They don't have at least a monthly team huddle to discuss the problems, one of which, everyone is NOT on the same page. Giving members different answers. Reps are learning the job from the chat and they are only about 4 people in the chat that have good information. In other departments there are only 2 people in each that are knowledgeable and don't hang up on you and/or pretend that they had tech issues. So it leaves the brunt of the work on those 2 or 3 people in those other departments that actually do their job. So those are starting to get discouraged. The knowledge articles are out of date. We are supposed to follow them but several times it has come to our attention that we are doing it wrong if we follow the knowledge article.  They don't send an email to each team with updates, they put it in the chat and if you're on a call that message gets lost after hundreds of reps asking and getting answers in the chat so you may not ever have been aware of an update.
Supervisors in one department will change an email that customer service is supposed to send information from a member to. So we kept getting calls from members saying they haven't heard from us even though had called and given their information.
I asked on of one of the stellar reps in that certain department to verify the email. She let me know that the old email had stopped being used a long time ago!
She gave me the new one along with the email sent to them about the change.
No team lead or supervisor was aware of the new email. That supervisor didn't let them know or if she did they didn't forward it to customer service who needs it.
A lot of issues could be addressed in team meetings but those aren't happening. My team started having them once a month but it isn't where we can discuss what WE don't know or to clarify the questions that everyone is giving a different answer to.
In the meantime we are still held accountable to metrics even though the system freezes and errors out daily, no exaggeration there. I'm able to work around errors on my system but getting a ticket from IT won't save you from getting in trouble. Short cross training time and no extra pay.


I was very happy to be a part of this successful organization founded in California. I was there for 3 years. The department where I was at had very unrealistic production requirements and the leads and supervisors have no management skills. They do not mentor. It feels like you are always being watched by a prison warden. They do not care if you can't meet your production because you are taking phone calls back to back because there are always staff on scheduled and unscheduled PTO. They only care about you meeting their numbers. There is no reasoning with them. Even if the department is short-staffed, there is a system problem, department meetings which take away from your time to do your production, they do not care. They will still expect you to meet production. Even when there is not enough work for distribution, and you ask your supervisor for work, the supervisor will not assist you and yet she will expect you to still meet production. I work with a lot of providers on the phones and processing referrals on a daily basis. I know that the people I dealt with outside the company and provided customer service to are very satisfied in the way I handled their issues. I listened and I resolved their issues. 

There is nepotism and favoritism in the department where I worked at. Brother, niece, daughter related to management. Their relatives do not get in trouble about production because they make sure they get enough work ad they are given special projects to meet their production and if they cannot meet the production, they are moved to another position with less production to meet. Only certain people are allowed overtime.

I learned at lot from Molina and I still think that it is a great company.  It was unfortunate that I had to work in the department where I had this bad experience. They do not appreciate the employees. I do not blame Molina. I am sure that the upper management is not aware of what is going on in every department. My supervisors had no skills to manage, mentor, train and encourage staff. Staff have left voluntarily and some was let go. They do not care about loyalty and your other skills.They expect you to meet your numbers no matter what. I even tried to work on my breaks and lunch off the clock to meet my numbers on days when I know I was behind because of the high call volumes. The supervisor did not like that when she found out but yet, despite heavy phone calls, you are supposed to meet your production.

I hope that the upper management look into this and make sure that the supervisors have the appropriate skills and training and to prevent practice of favoritism and nepotism.

A few years ago before the company switched over to please shareholders it was a lot more positive. As they introduce QA. Things changed a lot. They will have audits in place however you have to look over the audits yourself even though that's not in your job description even though they have an actual department who does this You still have to look over your own audits because sometimes QA is wrong. This was very frustrating because whatever QA rates you will affect your pay in the long run It will affect your title and what you are capable of doing on the job. I quit the job because there was a lot of mandatory over time and it just became very overwhelming. There's not very much work-life balance there. I personally was working in the clinical pharmacy technician side of things processing prior authorizations. The communication is terrible there. A supervisor can tell you one thing but then their boss will come in and tell you something completely different. The straw that broke the camel's back for me is the fact that they have a whole new department called QA. However you still had to literally do QA job because there was many times where you were marked down on an audit even though there was no reason for it. There were times where I was marked down on an audit but I wasn't even the technician who reviewed the case at the time. Just very disorganized. It was very upsetting that they would hold these reviews against you even though the reviews were sometimes incorrect. Whenever there was mandatory overtime they would tell you the same day sometimes you would have to work up to 2 hours. The mandatory was becoming very overwhelming because it was starting to turn into it everyday thing. There were many occasions where you would have to come in on a Saturday to work a few hours of overtime. Management did try to help alleviate so much of the overtime but it just wasn't enough. The money is great depending on how much you're getting paid. Most of the time as a starting technician for prior authorization that pay starts between 18 to $19 I personally do not think that is enough it should at least be $25 with all the requirements that they are asking of you. Everyday you have to reach a standard amount of cases. It was about 45 a day. This requires you to constantly be working there are no breaks. Some people enjoy this but it used to be 35 a day once it became 45 a day it was easily a little bit too much to accomplish. It just became too draining. There is opportunity to move up in the company It just depends on what you want to do. I was there for 5 years and I saw all the changes that occurred. 

Molina has a lot of kinks to work out to lower consumer complaints and it starts INTERNALLY.  Training is lackluster, job aids are outdated and disorganized and the systems crash almost everyday, sometimes multiple times a day. Management is not the most helpful or knowledgeable so you rely on your colleagues to provide (what is hopefully correct) information.  With working remotely, micromanaging has skyrocketed. Management does not trust you to do your work proficiently and expect you to post all lunch/breaks/stop and start times in the team chat and will call you out if you are over 4 minutes in wrap time to file multiple complaints and/or several DETAILED call notes.  (SN: If complaints are not detailed enough, they are sent back to you for not having enough information even though the time allotted to type up multiple complaints is so short). As others mentioned, communication is subpar and you usually are not told about changes until they happen. Also very hard to get out of contact center and move to another department. They will put you in training for another department and will literally cancel that same training and force you to go back to taking calls because they are understaffed and/or have poor management abilities. I foresee this company being bought out soon. The provider network is almost nonexistent and the last providers left that take the insurance seem to be quitting their contracts with Molina daily. This causes a strain on you to do your work and help members when you cannot find a doctor in their area that accepts their insurance. Overall,  Molina is a good segway into health insurance field but save the headache and work for one of the bigger insurance companies if you're able to.

Terrible place to work. Nepatism rules and it's junk work like all call centers. Managers have no critical thinking skills and are people that couldn't make it in the corporate world, Like every call center. They have NIL for training which is why mbrs are unhappy bc no one knows what the f they're doing there. Seriously. We probably give you the wrong info bc we aren't trained or supported and are treated so bad when we call a lead we refuse to do so and management knows this and doesn't care. Entire team I was hired with hated the job and we just started two months ago and complain endlessly about no support and unfair treatment from leads to the point we would rather guess than call the lead line. Complained to higher ups, and like with all awful call centers the sups are useless and the higher ups don't care so nothing gets done and you will be worked out even though you are right and have facts and proof on your side managers lied to you then tried to blame you. Full of... Not good people. My team coworkers were nice we all hate it and they all will be gone like me soon bc management will do nothing to fix real issues of the company. The medicaid customers are rude. Like all call centers, do not expect anything different and only take if you are desperate or in between jobs like I did and to get paid while you look for a better job. Pay is too low for wa but too low in general. Always tell you how you messed up and rarely if ever compliment you so the typical call center environment that is detrimental to your mental and physical health. Only take temporarily like me, I took bc I was moving out of wa and could work from home and get paid during my move until I got a better job which i did in my much better home state. You will not be trained, respected, or valued here. Absolutely disgusting. Run, run, run

I tried very hard to be friendly to everyone & my being there was not very welcomed by my coworkers. It made me very uncomfortable at this job. I was not welcomed by my coworkers and they were not very helpful when I had questions. Management did not listen to my concerns when I spoke to them about this and at one point I felt like I was not safe there but after their so called investigation about the person that got in my face, I was told it was because I was trying to hard to fit in with my coworkers so I was told by upper management, that I should not speak to anyone of my coworkers, not even to say good morning, which made the situation very unbearable. I eventually got so worn down from this emotionally and felt my only option was to leave. It's very hard for me to leave a job because I always try to give 150% at any job I take on. I'm not one to speak anything negative towards the company but this job by far, was THE WORST JOB I HAVE EVER HAD IN MY LIFE, it just didn't work out for me. The job itself I loved doing what I was doing there but the environment and treatment from some of the people made it very hard for me to do my job, when I couldn't get the help from my coworkers I would ask for help but they would not want to help me, I STILL did not get the help from my immediate supervisor. So, it got too overwhelming and that is what lead to me decision to leave. If you were not in good with the management, they very much had their favorites and it was very clear they picked them over me, even though I was doing my job very well.

I truly loved working at Molina Healthcare. I worked in the Irving Westridge Call Center for 2 years. The environment was positive. The attendance policy is a bit strict, but once you get used to it, you’ll be grateful you did. There is soooo much room for advancement regardless of your schooling. You can even work your way up to director without a degree. They really do notice good work and the ones who do well can truly move up quickly. This is my first review of a company and it is for good reason. I left because the quality standards became unattainable. It wasn’t like that for the first year and a half of me working there. They so easily will place you on a write up for not adhering to their very hard to follow attendance and quality guidelines and their write ups last for 6 months in which you cannot move up or apply for other positions within the company. Even being late from lunch can affect your attendance. 2 minutes late in the morning is an occurrence. So although it teaches great time management skill. I got a hang of the time management pretty early on. But,  the new quality matrix made me feel like I had no choice but to look elsewhere. Either that or feel like you’re going to get fired anyways for not meeting standards even when doing all you can to do your best. I regret having to leave and advice to management would be to better train the quality team as to not incorrectly evaluate agents and to also work on quality adherence training and modify the metrix. The atmosphere was happy, professional, and positive. I learned alot.  The pay is also great for this line if work - also they provided two bonuses to us due to COVID and also sent us to work from home between March 2020 to what was expected to be January 2021. They are even sending masks and sanitizer to their employees. 

Uncertainty remains high with frequent shifting of leadership and promotions for those who have hung out the longest, and not because they are competent.  It's like watching an ant hill floating down a river - pieces breaking off with staff, and the rest crawling over each other on the mound to hang onto what is left, trying to survive.  No communicated vision, no progress to organization or positive vibes from any achieved project.  As soon as one fire is out there is another overlapping that you are expected to bust it and go above and beyond for.  When EVERYTHING is a fire, nothing is a fire and people burn out.  Decisions made at the top without involving key individuals impacted to glean understanding for operationalizing their ideas.  Leaders spend entire days in meetings with no discernible accountability for, or to their staff. Highest level of FMLA use I have EVER seen at any workplace, which is indicative of the culture. You cannot get a grip on direction because as soon as you begin to develop plans, there is attrition and new leaders have their own ideas, meaning you complete work only to do it over, and over, and over again for whomever is approving today.  It is a toxic work culture that will slowly drain your of any inspiration or passion you may wander in with.  They have the WORST material resources - computers and systems critically fail causing work delays, antiquated analytics tools and lack of software solutions.  They prefer to pay staff to review and validate reports than upgrade to software.   If you have time to waste, hop on board.  Otherwise, hold onto your spirit and continue job hunting elsewhere.

Top Job Titles	Average Salary
Family nurse practitioner 8 salaries reported	$142,675 per year
Care manager 65 salaries reported	$37.16 per hour
Nurse practitioner 5 salaries reported	$141,500 per year
Program manager 8 salaries reported	$97,800 per year
Consultant 32 salaries reported	$29.26 per hour

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