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

Lensa; Owensboro (KY); Remote; Full time

Job summary

A leading career site is seeking a Bilingual Customer Experience Representative to provide stellar support to Molina members and providers. The role involves resolving issues, documenting inquiries, and collaborating with various departments. Candidates should have 1-3 years of customer service experience and a high school diploma. Competitive benefits are offered.

Benefits

Competitive Benefits

Qualifications

• 1-3 years in sales or customer service in a high-volume environment.
• Systems training in various software.

Responsibilities

• Support members and/or providers through various contact channels.
• Document details of inquiries accurately.
• Meet or exceed performance goals in call quality and attendance.

Skills

Customer Service

Sales

Communication

Education

HS Diploma

Associate’s Degree

Tools

Microsoft Office

Salesforce

Genesys

Pega

Verint

Kronos

Microsoft Teams

Job description

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

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 fairly and 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 through various contact channels across multiple 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 breaks, overtime, and weekends as needed.
• Build rapport and respond empathetically to customers, exceeding expectations.
• Listen attentively, capture relevant information, and address inquiries and 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.
• Support provider inquiries related to member eligibility, benefits, Provider Portal, and claims status.
• Communicate effectively in professional settings.

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
• Systems training in Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity.

Additional notes: Apply through the intranet if currently employed by Molina. Molina offers competitive benefits. Equal Opportunity Employer. Pay Range: $21.16 - $28.82/hour.