Representative, Customer Experience

Molina Healthcare; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

A healthcare company in Phoenix is seeking a customer support representative to provide stellar service to Molina members and providers. The ideal candidate will have 1-3 years of experience in customer service or sales, a high school diploma, and strong communication skills. This role involves assisting with inquiries via multiple channels, documenting interactions, and achieving performance goals. The compensation ranges from $21.16 to $28.82 hourly.

Benefits

Competitive benefits and compensation package

Equal Opportunity Employer

Qualifications

• 1-3 years of sales and/or customer service experience in a fast-paced environment.
• Ability to work scheduled shifts within operational hours.

Responsibilities

• Provide service support to members and/or providers using multiple communication channels.
• Document relevant details related to inquiries.
• Meet/exceed performance goals for call quality and attendance.

Skills

Customer Service

Sales

Communication

Problem Solving

Education

HS Diploma or equivalent

Associate’s Degree (preferred)

Tools

Microsoft Office

Salesforce

Genesys

Pega

CRM

Job description

Job Description

Job Summary

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.

Job Duties

• 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 Medicaid, Medicare and/or Marketplace business.
• Conduct varies surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• 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.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Aptitude to listen attentively, capture relevant information, and identify Member or Provider’s inquiries and concerns.
• Capable of meeting/ exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
• Able to proactively engage and collaborate with varies Internal/ External departments.
• Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow up with the Member and/or Provider.
• Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Ability to effectively communicate in a professionally setting.

Job Qualifications

REQUIRED EDUCATION: HS Diploma or equivalent combination of education and experience

REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES: 1-3 years Sales and/or Customer Service experience in a fast paced, high volume environment

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

PREFERRED EXPERIENCE:

• 1-3 years
• Preferred Systems Training:
• Microsoft Office
• Genesys
• Salesforce
• Pega
• QNXT
• CRM
• Verint
• Kronos
• Microsoft Teams
• Video Conferencing
• CVS Caremark
• Availity

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 - $28.82 / HOURLY

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