Job Details

Job Summary: Join our dynamic team and make a difference by providing exceptional customer support to Molina members and providers. As a Customer Experience Specialist, you will resolve issues effectively while embodying our Molina values. Your role involves sharing product knowledge and identifying opportunities to enhance member and provider experiences.

Job Duties:

• Deliver service support to members and providers through various contact center communication channels, including phone, chat, and email, across diverse states and products.
• Conduct surveys related to health assessments and member/provider satisfaction.
• Document important details regarding Member or Provider inquiries accurately.
• Work scheduled shifts within our operating hours, with flexibility for overtime or weekend work when needed.
• Build rapport swiftly and respond to customers with empathy, surpassing their expectations.
• Listen attentively to capture relevant information and identify concerns from Members or Providers.
• Meet or exceed individual performance goals in areas such as Call Quality, Attendance, Adherence, and other Contact Center objectives.
• Engage proactively and collaborate with various internal and external departments.
• Take personal responsibility and ownership in providing real-time resolutions or timely follow-ups with Members or Providers.
• Assist Providers with basic inquiries related to member eligibility, covered benefits, claims status, and the Provider Portal.
• Communicate effectively in a professional manner.

Job Qualifications:

• Required Education: High School Diploma or equivalent combination of education and experience.
• Required Experience/Knowledge, Skills & Abilities: 1-3 years of 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 with systems including Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.

Molina Healthcare provides a competitive benefits and compensation package and is an Equal Opportunity Employer (EOE) M/F/D/V. Pay Range: $16 - $19 / HOURLY. Actual compensation may vary based on geographic location, work experience, education, and/or skill level.