Molina Healthcare
Representative, Customer Experience (Must reside in WA)
Molina Healthcare, Seattle, Washington, us, 98127
Overview
Provides customer support and stellar service to meet the needs of 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 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, 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 hours of operation, with lunches and breaks scheduled and work overtime and/or weekends as needed.
Demonstrate the 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 areas such as Call Quality, Attendance, Adherence and other Contact Center objectives.
Proactively engage and collaborate with internal and external departments.
Take personal responsibility and accountability by providing resolutions 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 effectively in a professional 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: $18 - $23.25 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
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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 hours of operation, with lunches and breaks scheduled and work overtime and/or weekends as needed.
Demonstrate the 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 areas such as Call Quality, Attendance, Adherence and other Contact Center objectives.
Proactively engage and collaborate with internal and external departments.
Take personal responsibility and accountability by providing resolutions 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 effectively in a professional 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: $18 - $23.25 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
#J-18808-Ljbffr