Molina Healthcare
Representative, Customer Experience (Must reside in OH)
Molina Healthcare, Atlanta, Georgia, United States, 30383
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 our member and provider experiences. Responsibilities
Provide service support to members and/or providers using one or more contact center communication channels across multiple states and/or products, including phone, chat, email, and off-phone work supporting Medicaid, Medicare and/or Marketplace. 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, where lunches and breaks are scheduled and work 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’s inquiries and concerns. Meet or exceed individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives. Proactively engage and collaborate with internal and external departments. Take personal responsibility and accountability by taking ownership of 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 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
1-3 years Preferred Systems Training Microsoft Office Genesys Salesforce Pega QNXT CRM Verint Kronos Microsoft Teams Video Conferencing CVS Caremark Availity Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V. #PJCC3 Pay Range: $16 - $19 / HOURLY *Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
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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 our member and provider experiences. Responsibilities
Provide service support to members and/or providers using one or more contact center communication channels across multiple states and/or products, including phone, chat, email, and off-phone work supporting Medicaid, Medicare and/or Marketplace. 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, where lunches and breaks are scheduled and work 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’s inquiries and concerns. Meet or exceed individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives. Proactively engage and collaborate with internal and external departments. Take personal responsibility and accountability by taking ownership of 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 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
1-3 years Preferred Systems Training Microsoft Office Genesys Salesforce Pega QNXT CRM Verint Kronos Microsoft Teams Video Conferencing CVS Caremark Availity Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V. #PJCC3 Pay Range: $16 - $19 / HOURLY *Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
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