Rep, Customer Experience - Outbound -Remote CST Shift (Bilingual Spanish required)

• 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.

#PJCC3

#LI-AC1

Job Info

Job Identification: 2029713

Job Category: Operations

Posting Date: 2025-01-02T18:20:59 00:00

Job Schedule: Full time