Rep, Customer Experience Inbound - Remote (Ohio)

Molina Healthcare; Akron (OH); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Akron, Ohio is seeking a Customer Support Representative to provide stellar service to members and providers. Responsibilities include handling inquiries via phone, chat, and email while maintaining accurate documentation. Ideal candidates should have 1-3 years of customer service experience and a high school diploma. This position offers a competitive hourly pay range of $16.5 - $20.5.

Benefits

Competitive benefits package

Qualifications

• 1-3 years of sales and/or customer service experience in a fast-paced environment.
• Ability to work scheduled shifts and handle overtime as needed.
• Capable of meeting performance goals in call quality and attendance.

Responsibilities

• Provide service support to members and/or providers across various channels.
• Conduct surveys related to health assessments.
• Document details related to inquiries accurately.

Skills

Customer service

Sales techniques

Active listening

Education

High School Diploma or equivalent

Associate's Degree or equivalent

Tools

Microsoft Office

Salesforce

Genesys

Job description

JOB DESCRIPTION

Shift: 11:30am - 8pm EST

During the upcoming open enrollment period, which runs from October 1st through March 31st, there will be a rotation schedule in place for weekend and holiday coverage. This rotation will apply only to weekends and any holidays that fall within this timeframe. Christmas Day is scheduled off.

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

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.