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Customer Support Specialist I

2 months ago

Flowood, Mississippi, United States Downtown Jackson Partners Inc Full time

Location: Jackson, MS USA

Position Overview:

The Customer Experience Representative I plays a crucial role in delivering exceptional support and service to our valued members and providers. This position is dedicated to resolving inquiries and addressing concerns effectively while embodying the core values of our organization.

Key Responsibilities:

  • Manage inbound and outbound communications with members or providers regarding straightforward inquiries.
  • Conduct assessments of member satisfaction and participate in relevant surveys.
  • Ensure accurate documentation of all interactions with members or providers.
  • Maintain flexibility to work scheduled shifts, including potential overtime and weekend hours as necessary.
  • Build rapport with customers, responding with empathy and exceeding their expectations in a timely manner.
  • Listen attentively to gather pertinent information, addressing immediate requests and identifying the needs of members or providers.
  • Meet individual performance targets related to call quality, attendance, and adherence to schedules.
  • Collaborate effectively with other departments to enhance service delivery.
  • Take ownership of customer interactions, ensuring resolution either in real-time or through timely follow-up.
  • Assist customers with inquiries related to eligibility, ID cards, personal information updates, and other services.
  • Support providers with basic inquiries regarding member eligibility and covered benefits.
  • Demonstrate accountability by adhering to attendance and schedule expectations.
  • Provide updates on the status of submitted claims.
  • Communicate professionally and effectively with all stakeholders.

Required Qualifications:

Education: High School Diploma or equivalent combination of education and experience.

Experience: 0-1 year in customer service or sales.

Preferred Qualifications:

Education: Associate's Degree or equivalent combination of education and experience.

Experience: 1-3 years in a related field.

Molina Healthcare is proud to be an Equal Opportunity Employer (EOE) M/F/D/V.

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