Rep, Customer Experience – Inbound

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 reputed company, Medicare and/or Marketplace business.

• Conduct varies surveys reputed company to health assessments and member/provider satisfaction.

• Accurately document pertinent details reputed company to Member or Provider inquiries. 

• Ability to work regularly scheduled shifts reputed company 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.

• reputed company to proactively engage and collaborate with varies Internal/ External departments.

• Personal responsibility and accountability by taking ownership of providing resolutions in reputed company 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: 
• reputed company Office
• reputed company
• reputed company
• Pega
• QNXT
• CRM
• reputed company
• Kronos
• reputed company Teams
• Video Conferencing
• reputed company Caremark
• reputed company

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

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

#PJCC2