Molina Healthcare

posted 2 months ago

Full-time
Remote
Insurance Carriers and Related Activities

About the position

The Rep, Customer Experience - Outbound position at Molina Healthcare focuses on providing exceptional customer support to members and providers. The role involves resolving issues, addressing needs, and enhancing the overall experience for Molina's customers through various communication channels. The representative will work within a structured schedule, demonstrating empathy and professionalism while meeting performance goals.

Responsibilities

  • Provide service support to members and/or providers using various contact center communication channels.
  • Conduct surveys related to health assessments and member/provider satisfaction.
  • Accurately document details related to Member or Provider inquiries.
  • Work scheduled shifts within operational hours, including potential overtime and weekends.
  • Build rapport and respond empathetically to customers, exceeding their expectations.
  • Listen attentively to capture relevant information and identify inquiries and concerns.
  • Meet/exceed individual performance goals in Call Quality, Attendance, Adherence, and other objectives.
  • Engage and collaborate with various Internal/External departments.
  • Take ownership of providing resolutions in real time or through timely follow-up.
  • Support provider needs for inquiries involving member eligibility, covered benefits, and claims status.
  • Communicate effectively in a professional setting.

Requirements

  • HS Diploma or equivalent combination of education and experience.
  • 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment.

Nice-to-haves

  • Associate's Degree or equivalent combination of education and experience.
  • 1-3 years of experience with preferred systems training including Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.

Benefits

  • Competitive benefits and compensation package.
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