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

Lensa; New York (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading career site is seeking a Customer Experience Representative to provide exceptional support to Molina Healthcare members. This remote position requires bilingual skills in Mandarin, Cantonese, or Korean, along with a strong background in customer service. Candidates should be prepared to work flexible hours and meet performance goals in a dynamic environment.

Qualifications

• 1-3 years of customer service experience in a fast-paced environment.
• Ability to communicate effectively in a professional setting.
• Experience with contact center communication channels.

Responsibilities

• Provide service support to members and providers via phone, chat, and email.
• Document details related to member or provider inquiries.
• Engage with internal and external departments to resolve issues.

Skills

Customer Service

Sales

Communication

Empathy

Education

HS Diploma or equivalent

Associate’s Degree (preferred)

Tools

Microsoft Office

Salesforce

Genesys

Pega

CRM

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 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 contact center communication channels across multiple states and products, including phone, chat, email, supporting Medicaid, Medicare, and Marketplace.
• Conduct surveys related to health assessments and satisfaction.
• Accurately document details of Member or Provider inquiries.
• Work scheduled shifts within hours of operation, including breaks, overtime, and weekends as needed.
• Build rapport quickly and respond empathetically, exceeding customer expectations.
• Listen attentively, capture relevant information, and identify inquiries and concerns.
• Meet/exceed performance goals in call quality, attendance, adherence, and other contact center metrics.
• Engage and collaborate proactively with internal/external departments.
• Take ownership of providing resolutions in real-time or through follow-up.
• Support provider inquiries regarding member eligibility, benefits, Provider Portal, and claims status.
• Communicate effectively in professional settings.

Job Qualifications

Required Education

HS Diploma or equivalent combined with experience.

Required 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 & Systems Training

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

Current Molina employees should apply through 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

• Compensation varies based on location, experience, education, and skills.

Additional Details

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