Molina Healthcare is hiring: Rep, Customer Experience Inbound - Remote (Ohio) in

Overview

Rep, Customer Experience Inbound - Remote (Ohio)

Responsibilities

• Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off phone work supporting Medicaid, Medicare and/or Marketplace business.
• Conduct various surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Work regularly scheduled shifts within our hours of operation, including scheduled lunches and breaks, and overtime 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.
• Listen attentively, capture relevant information, and identify Member or Provider inquiries and concerns.
• Meet or exceed individual performance goals in Call Quality, Attendance, Adherence and other Contact Center objectives.
• Proactively engage and collaborate with various Internal/External departments.
• Take personal responsibility and accountability by resolving issues in real time or through timely follow up with the Member and/or Provider.
• Support provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Communicate professionally in all interactions.

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
• Microsoft Office
• Genesys
• Salesforce
• Pega
• QNXT
• CRM
• Verint
• Kronos
• Microsoft Teams
• Video Conferencing
• CVS Caremark
• Availity

Pay Range: $12.32 - $24.02 / HOURLY

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.