Representative, Customer Experience

Job Title

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 various 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 various 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 professional 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