Customer Experience Representative
5 days ago
Molina Healthcare is seeking a skilled Customer Experience Representative to provide exceptional support to our members and providers. As a key member of our team, you will be responsible for resolving issues, addressing needs, and demonstrating Molina values in your actions.
Key Responsibilities:
- Provide service support to members and providers through various communication channels, including phone, chat, email, and off-phone work.
- Conduct surveys related to health assessments and member/provider satisfaction.
- Accurately document pertinent details related to member or provider inquiries.
- Work regularly scheduled shifts, including weekends and overtime as needed.
- Demonstrate ability to build rapport and respond to customers in an empathetic manner.
- Listen attentively, capture relevant information, and identify member or provider inquiries and concerns.
- Meet/exceed individual performance goals in areas of Call Quality, Attendance, Adherence, and Contact Center objectives.
- Proactively engage and collaborate with internal/external departments.
- Take ownership of providing resolutions in real-time or through timely follow-up with members and providers.
Requirements:
- HS Diploma or equivalent combination of education and experience.
- 1-3 years of sales and/or customer service experience in a fast-paced, high-volume environment.
- Preferred systems training in Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.
Molina Healthcare offers a competitive benefits and compensation package. We are an Equal Opportunity Employer (EOE) M/F/D/V. Pay Range: $13 - $24.02 / HOURLY. Actual compensation may vary based on geographic location, work experience, education, and/or skill level.
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