Rep, Customer Experience

$49,962 - $49,962/Yr

Molina Healthcare - Albuquerque, NM

Full-time

Albuquerque, NM

Insurance Carriers and Related Activities

About the position

The Customer Experience Representative at Molina Healthcare is responsible for providing exceptional customer support to members and providers. This role involves resolving issues, addressing needs effectively, and delivering product and service information while embodying Molina's values. The representative will engage with customers through various communication channels and work to enhance the overall experience for both members and providers.

Responsibilities

• Provide service support to members and/or providers using contact center communication channels including phone, chat, and email.
• 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, and other objectives.
• Engage and collaborate with various Internal/External departments.
• Take ownership of providing resolutions in real time or through timely follow-up with Members and/or Providers.
• Support provider needs for inquiries involving member eligibility, covered benefits, and claims status.

Requirements

• High School 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.