Lead, Customer Experience - Remote EST hours

Molina Healthcare; Akron (OH); Remote; USD 60,000 - 80,000; Full time

Job summary

A healthcare company in Akron, Ohio, is seeking a Customer Support Specialist to provide stellar service to members and providers. The role requires resolving complex issues, managing escalations, and providing accurate documentation. Candidates should have at least 5-7 years of experience and an Associate’s Degree. Molina Healthcare offers a competitive benefits and compensation package.

Benefits

Competitive benefits

Compensation package

Qualifications

• 5-7 years of experience in customer support.
• Ability to manage escalations and provide technical support.
• Strong communication skills across various channels.

Responsibilities

• Resolve complex issues and manage escalations.
• Coordinate problem solving across departments.
• Document communication accurately and achieve performance goals.

Skills

Customer service excellence

Problem-solving

Technical expertise

Communication

Education

Associate’s Degree

Bachelor’s Degree

Job description

Overview

Provides customer support and stellar service to meet the needs of our Molina members and providers.

Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions.

Provides product and service information, and identifies opportunities to improve our member and provider experiences.

Responsibilities

• Own, handle and resolve complex issues.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Work with coworkers, management, and other departments to help coordinate problem solving in an effective and timely manner.
• Provide technical expertise to co-workers and handle elevated escalations. Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products. To include, but not limited to, phone, chat, email, and off-phone work supporting our lines of business.
• Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public.
• Assist agents with questions and escalated contact center communication channels and across multiple states and/or products. Recognizes trends and patterns in call types and engages leadership with suggested solutions.
• Accurately documents all contact center communication channels.
• Achieves individual performance goals as it relates to call center objectives.
• Assists with training needs of employees as needed.
• Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.

Job Qualifications

REQUIRED EDUCATION: Associate’s Degree or equivalent combination of education and experience

REQUIRED EXPERIENCE: 5-7 years

PREFERRED EDUCATION: Bachelor’s Degree or equivalent combination of education and experience

PREFERRED EXPERIENCE: 7-9 years

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $21.16 - $38.37 / HOURLY

*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.