Rep, Customer Experience - Remote (Bilingual Mandarin, Cantonese, Korean)

Lensa; Boise (ID); Remote; Full time

Job summary

A leading career site is seeking a Customer Experience Representative to provide exceptional service to Molina Healthcare members and providers. This remote position requires strong communication skills and a commitment to resolving inquiries effectively. Ideal candidates will have 1-3 years of experience in a customer service role and be comfortable with various communication channels. Join a supportive team focused on enhancing member experiences in the healthcare sector.

Qualifications

• 1-3 years in sales or customer service in a high-volume environment.
• Experience with Microsoft Office, Salesforce, Genesys, and other systems preferred.

Responsibilities

• Provide service support to members and providers across multiple channels.
• Accurately document inquiries and engage with internal departments.
• Meet performance goals in call quality and attendance.

Skills

Customer Service

Sales

Communication

Empathy

Education

HS Diploma or equivalent

Associate’s Degree or equivalent experience

Tools

Microsoft Office

Salesforce

Genesys

Pega

CRM

Job description

Rep, Customer Experience - Remote (Bilingual Mandarin, Cantonese, Korean)

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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. 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

1. Provide service support to members and/or providers using contact center communication channels across multiple states and products, including phone, chat, email, and off-phone work supporting Medicaid, Medicare, and Marketplace.
2. Conduct surveys related to health assessments and satisfaction of members/providers.
3. Accurately document details related to inquiries.
4. Work scheduled shifts within operational hours, including breaks, overtime, and weekends as needed.
5. Build rapport and respond empathetically to customers, exceeding expectations.
6. Listen attentively, capture relevant information, and address inquiries and concerns.
7. Meet or exceed performance goals in call quality, attendance, adherence, and other contact center metrics.
8. Engage and collaborate proactively with internal and external departments.
9. Take ownership of providing real-time resolutions or timely follow-up with members and providers.
10. Support provider needs regarding member eligibility, benefits, provider portal, and claims status.
11. Communicate effectively in a professional setting.

Job Qualifications

Required Education

HS Diploma or equivalent, or combination of education and experience.

Required Experience/Skills

1-3 years in sales or customer service in a high-volume environment.

Preferred Education

Associate’s Degree or equivalent experience.

Preferred Experience

• 1-3 years preferred
• Systems training in: Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity

To all current Molina employees: Apply through the intranet job listing if interested.

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

Pay Range: $21.16 - $28.82/hour. Actual compensation varies based on location, experience, education, and skills.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting