Lead, Customer Experience (Remote)

Lensa; Saint Petersburg (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in healthcare is seeking a Customer Support Specialist to provide stellar service to members and providers. The role involves resolving complex issues and improving overall member and provider experiences. Ideal candidates will have a background in customer service with significant experience in handling escalated matters effectively.

Qualifications

• 5-7 years of experience preferred.
• Associate’s Degree or equivalent required.
• Ability to handle escalated customer service issues.

Responsibilities

• Provides customer support and service to members and providers.
• Resolves complex issues while demonstrating Molina values.
• Achieves individual performance goals in call center.

Skills

Customer service

Problem solving

Technical expertise

Communication

Education

Associate’s Degree

Bachelor’s Degree

Job description

2 days ago Be among the first 25 applicants

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 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 help coordinate problem solving in an effective and timely manner.
• Provide technical expertise to co-workers and handles elevated escalations. Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products. To include, but not limited to, phone, chat, email, and off phone work supporting our Medicaid, Medicare and/or Marketplace business.
• Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public
• Assists agents with questions and escalated contact center communication channels and across multiple states and/or products. Recognizes trends and patterns in call types and engages leadership with suggested solutions.
• Accurately documents all contact center communication channels.
• Achieves individual performance goals as it relates to call center objectives.
• Assists with training needs of employees as needed.
• Demonstrates 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: If you are interested in applying for this position, please apply through the intranet job listing.

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

Pay Range: $21.16 - $38.37 / HOURLY

• Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
  
  

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x

Sign in to set job alerts for “Customer Specialist” roles.

Remote - Customer Service Representative - TPA

Tampa, FL $26,000.00-$286,000.00 1 week ago

Customer Service Agent for a Skincare Company

Tampa, FL $43,000.00-$76,000.00 12 hours ago

Clearwater, FL $60,000.00-$70,000.00 5 hours ago

Part-Time Customer Service Agent for a Skincare Company

Customer Support Specialist for an Event and Educational Workshop Company

Tampa, FL $60,000.00-$65,000.00 2 weeks ago

Tampa, FL $38,000.00-$43,000.00 2 days ago

CRDN Field Inventory Analyst - Tampa, FL

Equipment Installation Business Unit Manager

Field Service Specialist - Ion Chromatography

Riverview, FL $85,000.00-$95,000.00 2 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.