Lead, Customer Experience (Remote)

Lensa; Nampa (ID); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading healthcare organization seeks a Customer Specialist to provide exceptional customer support while resolving complex issues for its members and providers. The role demands strong problem-solving skills and teamwork to enhance service experiences across various communication channels. Ideal candidates will have relevant education and significant experience in customer service.

Qualifications

• 5-7 years of relevant experience required.
• Bachelor’s Degree preferred.
• Experience in handling complex issues desired.

Responsibilities

• Provide exemplary customer service to members and providers.
• Manage escalations and coordinate problem-solving.
• Document interactions accurately to meet performance goals.

Skills

Customer Service

Problem Solving

Technical Expertise

Communication

Education

Associate’s Degree

Bachelor’s Degree

Job description

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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, handle escalated issues, and support members and providers via multiple communication channels across various states and products, including phone, chat, email, supporting Medicaid, Medicare, and Marketplace.
• Provide exemplary customer service to members, coworkers, vendors, providers, government agencies, business partners, and the public.
• Assist agents with questions and escalated contacts, recognize call trends, and suggest solutions to leadership.
• Document all contact center interactions accurately.
• 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 all current Molina employees: Please apply through the intranet job listing if interested.

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 / HOURLY

Note: Actual compensation may vary based on location, experience, education, and skills.

For questions, contact [e-mail]

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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