Rep, Customer Experience

Lensa; Orlando (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading career site is seeking a Customer Service Representative for Molina Healthcare in Orlando, FL. This role involves providing stellar support to members and resolving inquiries effectively, with a focus on demonstrating Molina's values. Candidates should have a high school diploma and 1-3 years of customer service experience in a fast-paced setting. Join a dynamic team dedicated to improving member and provider experiences.

Qualifications

• 1-3 years sales and/or customer service experience in a fast-paced environment.
• Ability to work scheduled shifts with potential overtime.
• Aptitude to listen and capture relevant customer information.

Responsibilities

• Provide service support to members using various communication channels.
• Document details related to member or provider inquiries.
• Build rapport and respond empathetically to customer needs.

Skills

Customer Service

Sales

Communication

Education

HS Diploma or equivalent

Associate’s Degree (preferred)

Tools

Microsoft Office

Salesforce

Verint

Job description

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Molina Healthcare, is seeking professionals in Orlando, FL. 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.

Job Duties

• 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.
• Conduct varies surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Aptitude to listen attentively, capture relevant information, and identify Member or Provider’s inquiries and concerns.
• Capable of meeting/ exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
• Able to proactively engage and collaborate with varies Internal/ External departments.
• Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow up with the Member and/or Provider.
• Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Ability to effectively communicate in a professionally setting.
  
  

Job Qualifications

REQUIRED EDUCATION :

HS Diploma or equivalent combination of education and experience

Required Experience/Knowledge, Skills & Abilities

1-3 years Sales and/or Customer Service experience in a fast paced, high volume environment

Preferred Education

Associate’s Degree or equivalent combination of education and experience

Preferred Experience

• 1-3 years
• Preferred Systems Training:
• Microsoft Office
• Genesys
• Salesforce
• Pega
• QNXT
• CRM
• Verint
• Kronos
• Microsoft Teams
• Video Conferencing
• CVS Caremark
• Availity
  
  

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: $16 - $20 / HOURLY

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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