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

Lensa; San Antonio (TX); Remote; USD 60,000 - 80,000; Full time

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 effectively, demonstrating Molina values. Offers product and service information, and identifies opportunities to enhance member and provider experiences.

Job Duties

1. Support members and/or providers via multiple contact channels (phone, chat, email) across various states and products, including Medicaid, Medicare, and Marketplace.
2. Conduct surveys related to health assessments and satisfaction.
3. Accurately document inquiries and relevant details.
4. Work scheduled shifts, including breaks, overtime, and weekends as needed.
5. Build rapport quickly and respond empathetically, exceeding customer expectations.
6. Listen attentively, capture relevant information, and address inquiries and concerns.
7. Meet or exceed performance goals in call quality, attendance, adherence, and other metrics.
8. Collaborate proactively with internal and external departments.
9. Take ownership of providing timely resolutions and follow-ups.
10. Assist with provider inquiries regarding eligibility, benefits, portal, and claims.
11. Communicate professionally and effectively.

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

Current Molina employees interested in this role should apply through the intranet.

Molina Healthcare offers competitive benefits and compensation. We are an Equal Opportunity Employer (EOE) M/F/D/V.

Additional Details

• Pay Range: $21.16 - $28.82/hour
• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Other
• Industry: IT Services and IT Consulting