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

Lensa; Columbus (OH); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Representative, where your passion for service can shine! This fully remote position offers the chance to support members and providers, resolving their issues with empathy and efficiency. You will engage with customers across various channels, ensuring their needs are met while contributing to a positive experience. With a competitive hourly pay and a commitment to employee growth, this role is perfect for those looking to make a meaningful impact in the healthcare sector. Embrace this opportunity to grow your career while making a difference!

Qualifications

• 1-3 years of customer service experience in a fast-paced environment.
• Ability to communicate effectively in a professional setting.

Responsibilities

• Provide stellar service support to members and providers.
• Document details related to inquiries accurately.

Skills

Customer Service

Sales Experience

Communication Skills

Empathy

Education

High School Diploma

Associate's Degree

Tools

Microsoft Office

CRM Software

Pega

Verint

Job description

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

Molina Healthcare

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

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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

Pega

QNXT

CRM

Verint

Microsoft Teams

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.

#PJCC2

Pay Range: $21.16 - $28.82 / HOURLY

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

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

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...