Representative, Customer Experience - Inbound (Remote)

Molina Healthcare; Davenport (IA); Remote; USD 60,000 - 80,000; Full time

Job summary

A healthcare provider in Davenport is seeking a Customer Service Representative to support Molina members and providers. The role involves handling inquiries across multiple channels and requires 1-3 years of customer service experience. Candidates should have a High School Diploma, with an Associate’s Degree preferred. This position offers competitive hourly pay and the opportunity to make a positive impact on member experiences.

Benefits

Competitive benefits package

Equal Opportunity Employer

Qualifications

• 1-3 years experience in a fast-paced customer service environment.
• Ability to communicate effectively in a professional setting.
• Comfortable with handling inquiries via phone, chat, and email.

Responsibilities

• Provide service support to members and providers across multiple communication channels.
• Conduct surveys related to health assessments and satisfaction.
• Document relevant details related to inquiries accurately.

Skills

Customer service experience

Active listening

Empathy

Communication skills

Education

High School Diploma or equivalent

Associate’s Degree (preferred)

Tools

Microsoft Office

Salesforce

Genesys

Verint

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 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.

Job 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: $16.5 - $20.5 / HOURLY

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