Representative, Customer Experience (Bilingual Cantonese and or Mandarin)

Molina Healthcare; Des Moines (IA); On-site; USD 60,000 - 80,000; Full time

Job summary

A healthcare service provider is looking for a Customer Support Representative to enhance member and provider experiences through effective service support. Candidates should have 1-3 years of customer service experience and a high school diploma. This role involves managing inquiries across phone, chat, and email while meeting individual performance goals. Compensation ranges from $21.16 to $28.82 per hour, based on experience and location.

Benefits

Competitive benefits package

Equal Opportunity Employer

Qualifications

• 1-3 years experience in a fast-paced, high-volume environment.
• Experience with call quality and attendance metrics.
• Ability to communicate effectively in a professional setting.

Responsibilities

• Provide service support to members and/or providers across multiple channels.
• Conduct surveys related to health assessments.
• Document details related to inquiries.
• Meet/exceed individual performance goals.

Skills

Sales experience

Customer service

Communication skills

Problem-solving

Education

HS Diploma or equivalent

Associate’s Degree (preferred)

Tools

Microsoft Office

Salesforce

Genesys

Pega

CRM

Job description

Overview

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.

Responsibilities

• Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products. To include, but not limited to, phone, chat, email, and off phone work supporting our Medicaid, Medicare and/or Marketplace business.
• Conduct varies surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Aptitude to listen attentively, capture relevant information, and identify Member or Provider’s inquiries and concerns.
• Capable of meeting/ exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
• Able to proactively engage and collaborate with varies Internal/ External departments.
• Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow up with the Member and/or Provider.
• Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Ability to effectively communicate in a professionally setting.

Qualifications

• Required Education: HS Diploma or equivalent combination of education and experience
• Required Experience/Knowledge, Skills & Abilities: 1-3 years Sales and/or Customer Service experience in a fast paced, high volume environment
• Preferred Education: Associate’s Degree or equivalent combination of education and experience
• Preferred Experience:
• 1-3 years
• Preferred Systems Training:
• Microsoft Office
• Genesys
• Salesforce
• Pega
• QNXT
• CRM
• Verint
• Kronos
• Microsoft Teams
• Video Conferencing
• CVS Caremark
• Availity

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

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

Pay Range: $21.16 - $28.82 / HOURLY

*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.