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

Lensa; Madison (WI); Remote; Full time

Job summary

A leading career site is seeking a Customer Experience Representative to provide exceptional support to Molina members and providers. This remote role involves resolving issues, documenting inquiries, and exceeding performance goals in a fast-paced environment. Ideal candidates will have 1-3 years of experience in customer service or sales.

Benefits

Competitive benefits

Qualifications

• 1-3 years in sales or customer service in a high-volume environment.

Responsibilities

• Provide service support to members and/or providers using contact center channels.
• Document details of Member or Provider inquiries accurately.
• Meet/exceed performance goals in Call Quality, Attendance, Adherence.

Skills

Customer Service

Sales

Education

HS Diploma

Associate’s Degree

Tools

Microsoft Office

Salesforce

Genesys

Pega

CRM

Verint

Kronos

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 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 channels across multiple states/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 hours of operation, including overtime and weekends as needed.
5. Build rapport and respond empathetically, exceeding customer expectations.
6. Listen attentively, capture relevant information, and address Member or Provider concerns.
7. Meet/exceed performance goals in Call Quality, Attendance, Adherence, etc.
8. Collaborate with internal/external departments proactively.
9. Own resolutions and follow up with Members/Providers.
10. Support provider inquiries on eligibility, benefits, Portal, and claims.
11. Communicate professionally.

Job Qualifications

Required Education

HS Diploma or equivalent.

Experience/Skills

1-3 years in sales or customer service in a high-volume environment.

Preferred Education

Associate’s Degree or equivalent.

Preferred Experience & Skills

• 1-3 years experience.
• Systems training in Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Teams, Video Conferencing, CVS Caremark, and Availity.

Current Molina employees should apply via the intranet. Molina offers competitive benefits. Equal Opportunity Employer. Pay Range: $21.16 - $28.82/hour.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and Consulting