Customer Experience Representative

1 week ago


Long Beach, California, United States Molina Healthcare Full time
Job Summary

We are seeking a highly skilled Customer Experience Representative to join our team at Molina Healthcare. As a key member of our customer service team, you will be responsible for providing exceptional service 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 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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