Rep, Customer Experience - Inbound (Remote)

Molina Healthcare; Lexington (KY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Lexington, Kentucky is seeking a Customer Service Representative to enhance member and provider experiences. This role involves resolving inquiries through various communication channels while demonstrating empathy and professionalism. Candidates must possess a HS Diploma and have 1-3 years of customer service or sales experience in a high-volume setting. A competitive hourly wage and benefits package are offered.

Benefits

Competitive benefits package

Qualifications

• 1-3 years Sales and/or Customer Service experience in a fast paced environment.
• Ability to work scheduled shifts and adapt to overtime as needed.
• Experience with systems like Genesys, Pega, and CRM tools.

Responsibilities

• Provide service support to members and providers via multiple channels.
• Document inquiries accurately and follow up timely.
• Engage with internal and external departments effectively.

Skills

Customer Service

Sales expertise

Communication skills

Empathy

Education

HS Diploma or equivalent

Tools

Microsoft Office

Salesforce

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: $16.5 - $20.5 / HOURLY

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