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

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

Job summary

An established industry player is seeking a dedicated customer support representative to enhance member and provider experiences. In this role, you will engage with customers through various channels, ensuring their needs are met with empathy and professionalism. Your responsibilities will include resolving inquiries, documenting details accurately, and collaborating with internal departments to provide timely follow-ups. This position offers a competitive hourly wage and the opportunity to work in a dynamic environment where your contributions can make a significant impact. If you're passionate about customer service and looking to grow your career, this role is perfect for you.

Qualifications

• 1-3 years of experience in sales or customer service in high-volume environments.
• Ability to communicate professionally and effectively with customers.

Responsibilities

• Provide service support to members and providers through various communication channels.
• Document inquiries accurately and meet performance goals in call quality and attendance.

Skills

Customer Service

Sales Experience

Communication Skills

Problem-Solving

Education

High School Diploma

Associate's Degree

Tools

Microsoft Office

CRM Software

Pega

QNXT

Verint

Microsoft Teams

CVS Caremark

Availity

Job description

Job Description

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/products, including phone, chat, email, and off-phone work supporting Medicaid, Medicare, and Marketplace business.
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 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/exceed performance goals in call quality, attendance, adherence, and other contact center metrics.
8. Proactively engage and collaborate with internal/external departments.
9. Take ownership of resolutions, providing timely follow-up with members/providers.
10. Support provider needs regarding member eligibility, benefits, Provider Portal, and claims status.
11. Communicate professionally and effectively.

Job Qualifications

Required Education: HS Diploma or equivalent.

Required Experience/Skills: 1-3 years in sales or customer service in high-volume environments.

Preferred Education: Associate’s Degree or equivalent.

Preferred Experience: 1-3 years.

Systems Training (Preferred): Microsoft Office, Pega, QNXT, CRM, Verint, Microsoft Teams, CVS Caremark, Availity.

Interested current Molina employees should apply via the intranet.

Molina Healthcare offers competitive benefits. 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.