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

Molina Healthcare; Long Beach (CA); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking dedicated customer service representatives to provide exceptional support to members and providers. In this dynamic role, you will resolve inquiries, enhance member experiences, and collaborate with internal departments. The ideal candidate will have a strong background in customer service, demonstrating empathy and effective communication skills. This position offers an opportunity to thrive in a fast-paced environment while contributing to the well-being of the community. Join a company that values your contributions and offers competitive benefits and a supportive work culture.

Qualifications

• 1-3 years of customer service experience in a fast-paced environment.
• Ability to communicate effectively and build rapport with customers.

Responsibilities

• Provide service support to members and providers through various communication channels.
• Document inquiries and assist with member eligibility and covered benefits.

Skills

Customer Service

Sales Experience

Communication Skills

Empathy

Problem Solving

Education

High School Diploma

Associate's Degree

Tools

Microsoft Office

Salesforce

Genesys

Pega

Verint

Kronos

Microsoft Teams

Video Conferencing

Job description

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

• 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
• Genesys
• Salesforce
• Pega
• QNXT
• CRM
• Verint
• Kronos
• Microsoft Teams
• Video Conferencing
• 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.

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