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

Lensa; Bowling Green (KY); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Experience Representative to provide exceptional support to members and providers. This role involves resolving inquiries through various channels, ensuring satisfaction, and exceeding performance goals. If you have a passion for customer service and a desire to make a difference, this opportunity is perfect for you. Join a dynamic team that values empathy and proactive collaboration, and take the next step in your career with a company that offers competitive benefits and growth potential.

Qualifications

• 1-3 years in sales or customer service in a high-volume environment.
• Strong communication skills and ability to build rapport quickly.

Responsibilities

• Support members and providers through various contact channels.
• Document inquiries accurately and provide timely resolutions.

Skills

Customer Service

Sales Experience

Communication Skills

Problem Solving

Education

High School Diploma

Associate’s Degree

Tools

Microsoft Office

Salesforce

Genesys

Pega

Verint

Kronos

Microsoft Teams

Video Conferencing

CVS Caremark

Availity

Job description

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

Be among the first 25 applicants.

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 Molina members and providers. Resolves issues fairly and effectively, demonstrating Molina values. Offers product and service information and identifies opportunities to improve member and provider experiences.

Job Duties

1. Support members and/or providers through various contact channels across multiple states and products, including phone, chat, email, supporting Medicaid, Medicare, and Marketplace.
2. Conduct surveys related to health assessments and satisfaction.
3. Document details of Member or Provider inquiries accurately.
4. Work scheduled shifts within operational hours, including overtime and weekends as needed.
5. Build rapport quickly and respond empathetically, exceeding customer 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. Collaborate proactively with internal and external departments.
9. Take ownership of providing resolutions, with timely follow-up.
10. Support provider inquiries related to member eligibility, benefits, Provider Portal, and claims status.
11. Communicate effectively in a professional setting.

Job Qualifications

Required Education

HS Diploma or equivalent 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 & Systems Training

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

To apply, current Molina employees should use the intranet job listing.

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

Additional Details

• Pay Range: $21.16 - $28.82/hour
• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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