Lead, Customer Experience - Remote EST hours

Molina Healthcare; Tacoma (WA); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading healthcare provider in Tacoma seeks an experienced Customer Service Representative to provide exceptional support to members and providers. Responsibilities include resolving complex issues, assisting coworkers, and providing exemplary service across various communication channels. Candidates should have 5-7 years of relevant experience and an Associate's Degree at minimum. Competitive hourly pay of $21.16 - $38.37 offered.

Benefits

Competitive benefits package

Qualifications

• 5-7 years of relevant experience required, with preferred experience up to 9 years.
• Familiarity with contact center communication channels essential.

Responsibilities

• Resolve complex issues efficiently and effectively.
• Coordinate with teams to solve problems in a timely manner.
• Provide technical expertise and support to coworkers.

Skills

Customer support

Problem solving

Communication

Education

Associate's Degree or equivalent

Bachelor's Degree or equivalent (preferred)

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

• Responsible for owning, handling and resolving 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 handles 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.
• Assists 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.