Customer Experience Representative

1 month ago


Columbus, Ohio, United States Molina Healthcare Full time
Job Summary

We are seeking a skilled Customer Experience Representative to join our team at Molina Healthcare in Columbus, Ohio. As a key member of our customer service team, you will be responsible for providing exceptional support to our members and providers through inbound and outbound phone calls.

Key Responsibilities
  • Supports inbound/outbound phone calls from members or providers on routine or simple issues.
  • Conducts member satisfaction assessment services and other member surveys as applicable.
  • Accurately documents all member or provider calls.
  • Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
  • Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful and timely manner).
  • Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the member or providers needs.
  • Achieves individual performance goals established for this position in the areas of, call quality, attendance, schedule adherence and individual performance goals as it relates to call center objectives.
  • Engages and collaborates with other departments.
  • Demonstrates personal responsibility and accountability by responding to and resolving the customers inquiries by identifying the topic and type of assistance the caller needs such as assistance involving their eligibility, ID cards, Member Portal, PCP changes, and personal information updates etc.
  • Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
  • Proactively engages and collaborates with other departments as required.
  • Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.
  • Provides status of submitted claims.
  • Communicates professionally.
Requirements
  • Familiar or trained in systems utilized: Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity, Molina Provider Portal, and others as required by line of business or state.


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