Lead Service Advisor

3 weeks ago


Long Beach, California, United States Molina Healthcare Full time
About the Role

This Customer Experience Professional position at Molina Healthcare involves delivering exceptional customer service and support to our members and providers. We are looking for a skilled professional who can resolve complex issues, collaborate with teams, and provide technical expertise to colleagues.

Key Responsibilities:
  • Handling complex issues from start to finish, ensuring timely resolution and customer satisfaction.
  • Managing escalations within the department, prioritizing tasks, and collaborating with teams to achieve closure.
  • Providing technical expertise to colleagues and handling escalated calls, emails, or chats.
  • Delivering excellent customer service to multiple stakeholders, including members, coworkers, vendors, providers, government agencies, business partners, and the general public.
  • Supporting agents with questions and resolving contact center communication channels.
  • Documenting all contact center interactions accurately.
  • Achieving individual performance goals related to call center objectives.
Performance Metrics and Expectations
  • Establishing clear metrics and KPIs for agents to meet, including response time, customer satisfaction, issue resolution rate, first call resolution, average handle time, etc.
Requirements and Qualifications
  • REQUIREMENT: Associate's Degree or equivalent combination of education and experience; 5-7 years of experience.
  • PREFERRED QUALIFICATION: Bachelor's Degree or equivalent combination of education and experience; 7-9 years of experience.
Compensation and Benefits

The estimated annual salary for this position is $67,800, with a potential range of $55,000 - $80,000 based on experience. Molina Healthcare also offers a comprehensive benefits package, including medical, dental, vision, and retirement plans.


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