Lead, Customer Experience (Remote)

Molina Healthcare; Washington (IA); Remote; USD 60,000 - 80,000; Full time

Job summary

Molina Healthcare is seeking a dedicated customer support representative to enhance member and provider experiences. The role involves resolving complex issues, delivering exemplary service, and supporting team performance in a fast-paced environment. Candidates must have an Associate’s Degree and substantial relevant experience, with opportunities for growth in a competitive benefits package.

Benefits

Competitive benefits and compensation package

Qualifications

• Requires 5-7 years of relevant experience.
• Strong communication skills and problem-solving abilities.
• Technical expertise in customer support.

Responsibilities

• Provide technical expertise and customer support across multiple channels.
• Resolve complex issues and manage escalations effectively.
• Document communications accurately and assist with employee training.

Skills

Customer service

Problem solving

Communication

Technical expertise

Education

Associate’s Degree

Bachelor’s Degree

Job description

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 via multiple contact channels across various states and products, including phone, chat, email, etc., supporting Medicaid, Medicare, and Marketplace businesses.

• Deliver 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 communications.

• Achieve individual performance goals related to call center objectives.

• Assist with employee training as needed.

• Demonstrate personal responsibility and accountability by adhering to attendance and schedule 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

Current Molina employees interested in this position should apply through the intranet job listing.

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

Pay Range: $21.16 - $38.37 / HOURLY
*Actual compensation may vary based on location, experience, education, and skills.