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

Lensa; Miami (FL); Remote; USD 100,000 - 125,000; Full time

Job description

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

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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 Molina members and providers. Resolves issues effectively, demonstrating Molina values. Provides product and service information and identifies opportunities to improve member and provider experiences.

Job Duties

• Support members and/or providers via multiple contact channels across various states and products, including phone, chat, email, supporting Medicaid, Medicare, and Marketplace.
• Conduct surveys related to health assessments and satisfaction.
• Document details of Member or Provider inquiries accurately.
• Work scheduled shifts within operational hours, including overtime and weekends as needed.
• Build rapport and respond empathetically, exceeding customer expectations.
• Listen attentively, capture relevant information, and address Member or Provider concerns.
• Meet or exceed performance goals in call quality, attendance, adherence, and other contact center metrics.
• Collaborate proactively with internal and external departments.
• Take ownership of providing resolutions, with timely follow-up when needed.
• Assist providers with inquiries related to member eligibility, benefits, Provider Portal, and claims status.
• Communicate professionally and effectively.

Job Qualifications

Required Education: HS Diploma or equivalent experience.

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

Preferred Education: Associate’s Degree or equivalent experience.

Preferred Experience: 1-3 years; familiarity with systems like Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.

Current Molina employees interested should apply through the intranet. Molina offers competitive benefits. EOE M/F/D/V.

Pay Range: $21.16 - $28.82/hour. Actual compensation varies based on location, experience, education, and skills.

Additional Details

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Other
• Industries: IT Services and IT Consulting

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