Lead, Customer Experience (Remote)

Lensa; Green Bay (WI); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading career site is seeking a mid-senior level customer support professional for Molina Healthcare. The role involves resolving member and provider issues while ensuring excellent service delivery across various channels. A minimum of an Associate’s Degree and extensive experience in the field are required, with benefits offered for this full-time position.

Qualifications

• 5-7 years of experience in customer support.
• Preferred 7-9 years of relevant experience.
• Experience with Medicaid, Medicare, and Marketplace products is beneficial.

Responsibilities

• Provides support to Molina members and providers via multiple communication channels.
• Handles escalated issues effectively, ensuring high-quality service.
• Documents all contact center communications accurately.

Skills

Customer Service

Problem Solving

Communication

Technical Expertise

Collaboration

Education

Associate’s Degree

Bachelor’s Degree

Job description

Lensa is the leading career site for job seekers at every stage of their career. Our client, Molina Healthcare, is seeking professionals. Apply via Lensa today!

Job Description

Job Summary

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

Knowledge/Skills/Abilities

• Owns, handles, and resolves complex issues.
• Manages escalations within the department with accountability, urgency, communication, and follow-through.
• Collaborates with coworkers, management, and other departments for effective problem solving.
• Provides technical expertise and handles escalated issues across multiple channels and products, including Medicaid, Medicare, and Marketplace, via phone, chat, email, etc.
• Delivers excellent customer service to members, providers, vendors, government agencies, and the public.
• Assists agents with questions and escalations, recognizes trends, and suggests solutions.
• Documents all contact center communications accurately.
• Meets individual performance goals related to call center objectives.
• Supports training needs of employees as needed.
• Maintains personal responsibility by adhering to attendance and schedule expectations.

Job Qualifications

Required Education: Associate’s Degree or equivalent experience.

Required Experience: 5-7 years.

Preferred Education: Bachelor’s Degree or equivalent experience.

Preferred Experience: 7-9 years.

Current Molina employees should apply through the intranet.

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

Pay Range: $21.16 - $38.37 / HOURLY

Actual compensation varies based on location, experience, education, and skills.

For questions, contact [e-mail]

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting