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

Lensa; Idaho Falls (ID); Remote; Full time

Job summary

A leading healthcare company is seeking a dedicated Customer Support Representative to provide exceptional service to members and providers. This role involves resolving inquiries and enhancing the overall customer experience through various communication channels. Ideal candidates will have a strong background in customer service and effective communication skills. The position offers competitive hourly pay and requires flexibility for scheduled shifts, including overtime and weekends.

Qualifications

• 1-3 years of sales or customer service experience in a fast-paced environment.
• High School Diploma or equivalent required.

Responsibilities

• Support members and providers through phone, chat, and email.
• Document inquiries accurately and meet performance goals.
• Assist providers with inquiries about member eligibility and claims.

Skills

Customer Service

Communication

Empathy

Education

High School Diploma

Associate’s Degree

Tools

Microsoft Office

CRM

Job description

Job Overview

This role involves providing customer support and exceptional service to Molina Healthcare members and providers. The main responsibilities include resolving issues, offering product and service information, and identifying opportunities to enhance the member and provider experience.

Key Responsibilities

1. Support members and providers through various contact channels, including phone, chat, and email, across multiple states and products such as Medicaid, Medicare, and Marketplace.
2. Conduct surveys related to health assessments and satisfaction.
3. Document relevant details accurately regarding inquiries.
4. Work scheduled shifts within operational hours, including overtime and weekends as needed.
5. Build rapport and respond empathetically to customer needs.
6. Listen attentively, capture relevant information, and address inquiries and concerns.
7. Meet or exceed performance goals related to call quality, attendance, and adherence.
8. Collaborate proactively with internal and external departments.
9. Take ownership of resolving issues in real-time or through follow-up.
10. Assist providers with inquiries about member eligibility, benefits, Provider Portal, and claims status.
11. Communicate professionally and effectively.

Minimum Qualifications

• High School Diploma or equivalent.
• 1-3 years of sales or customer service experience in a fast-paced, high-volume environment.

Preferred Qualifications

• Associate’s Degree or equivalent experience.
• Additional systems training in Microsoft Office, Pega, CRM, and other relevant platforms.

Additional Information

The position offers a pay range of $21.16 - $28.82 per hour, with potential for overtime and weekend work. Molina Healthcare is an Equal Opportunity Employer. Interested employees should apply via the intranet.