Lead, Customer Experience (Remote)

Lensa; Buffalo (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Customer Specialist to provide exemplary customer service to members and providers. This role involves resolving complex issues and coordinating problem solving across multiple channels. Candidates should possess an Associate's Degree and 5-7 years of experience, with a preference for those with a Bachelor's Degree and additional experience in relevant services.

Qualifications

• 5-7 years of relevant experience required.
• Experience in Medicaid, Medicare, and Marketplace services is preferred.
• Ability to manage escalations and provide training.

Responsibilities

• Provide technical expertise and resolve complex issues.
• Achieve individual performance goals related to call center objectives.
• Document all contact center interactions accurately.

Skills

Customer Service

Problem Solving

Communication

Technical Expertise

Education

Associate’s Degree

Bachelor’s Degree

Job description

Lensa is a U.S. career site that helps job seekers discover job opportunities. We are not a staffing firm or agency. We promote jobs on behalf of our clients, which include employers, recruitment agencies, and marketing partners.

Job Description

Job Summary

Provides customer support and stellar service to meet the needs of our Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions. Provides product and service information, and identifies opportunities to improve our member and provider experiences.

Knowledge/Skills/Abilities

• Responsible for owning, handling, and resolving complex issues.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication, and follow-through to closure.
• Work with coworkers, management, and other departments to coordinate problem solving effectively and timely.
• Provide technical expertise to coworkers and handle escalated issues. Support members and/or providers across multiple states and products via phone, chat, email, and other channels, supporting Medicaid, Medicare, and Marketplace services.
• Provide exemplary customer service to members, coworkers, vendors, providers, government agencies, business partners, and the public.
• Assist agents with questions and escalated contacts across multiple channels and products. Recognize trends and patterns, and engage leadership with suggested solutions.
• Accurately document all contact center interactions.
• Achieve individual performance goals related to call center objectives.
• Assist with training needs of employees as needed.
• Demonstrate personal responsibility and accountability by meeting attendance and schedule adherence expectations.

Job Qualifications

Required Education: Associate’s Degree or equivalent combination of education and experience

Required Experience: 5-7 years

Preferred Education: Bachelor’s Degree or equivalent combination of education and experience

Preferred Experience: 7-9 years

To current Molina employees interested in this position, please apply through the intranet.

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

Pay Range: $21.16 - $38.37 per hour

Actual compensation may vary based on location, experience, education, and skill level.

Additional Information

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Other
• Industries: IT Services and IT Consulting

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