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

Lensa; Sterling Heights (MI); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading career site is looking for a Rep, Customer Experience to provide exceptional support to Molina Healthcare members. This remote role involves addressing inquiries, resolving issues, and improving member experiences. Ideal candidates will have customer service experience and a high school diploma or equivalent. Competitive hourly pay and full-time employment are offered.

Qualifications

• 1-3 years in sales or customer service in a high-volume environment.
• Familiarity with Microsoft Office, Salesforce, Genesys, and other tools preferred.

Responsibilities

• Provide service support to members and providers via phone, chat, and email.
• Document inquiries and resolve issues effectively.
• Meet performance goals in call quality and attendance.

Skills

Customer Service

Sales

Communication

Education

HS Diploma or equivalent

Associate’s Degree or equivalent

Tools

Microsoft Office

Salesforce

Genesys

Pega

Verint

Kronos

Microsoft Teams

Video Conferencing

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

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.

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

Interested Molina employees should apply through the intranet. We offer competitive benefits. Molina is an EOE M/F/D/V.

Pay Range: $21.16 - $28.82 hourly. Actual pay 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