Rep, Customer Experience Inbound - Remote (Ohio)

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

Job summary

A leading healthcare organization in Cincinnati seeks a Customer Support Representative to provide exceptional service to Molina members and providers. The role demands strong communication skills and the ability to handle inquiries across multiple platforms. Candidates should have at least 1-3 years of relevant experience, with a focus on customer service and sales, and will be compensated competitively for their work.

Benefits

Competitive benefits package

Equal Opportunity Employer

Qualifications

• 1-3 years Sales and/or Customer Service experience in a fast paced, high volume environment.
• Ability to work overtime and weekends as needed.
• Capable of meeting/exceeding individual performance goals.

Responsibilities

• Provide service support to members and/or providers.
• Conduct surveys related to health assessments.
• Document pertinent details related to inquiries.

Skills

Customer service

Sales experience

Communication

Problem-solving

Education

HS Diploma or equivalent

Associate's Degree or equivalent

Tools

Microsoft Office

Salesforce

Genesys

CRM

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.