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As part of Molina’s response to the COVID-19 pandemic, unless otherwise prohibited by law, new hires with a start date of November 1, 2021 or later will be required to be fully vaccinated.

Rep, Customer Experience - Bilingual (Remote in EST)

Molina Healthcare United States; United States; United States; United States; United States; United States Job ID 2015072
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Ideal Candidate will Reside in the Eastern Time Zone. 

A great opportunity for Bilingual Customer Service professionals to work remotely and provide a high level of service.  Seeking Russian, Korean, Chinese and Spanish speaking agents. 

Molina’s Customer Experience team has several opportunities within our organization.  Molina supports multiple states and different lines of government business.  We are committed to providing excellent customer service to our members and providers.  We have competitive benefits along with a clear career path to allow growth within 6-8 months.   This role is a remote position and salary will be based on experience you bring to Molina!

Molina is a fast past energetic organization and is committed to caring for our customers. This role 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 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.

KNOWLEDGE/SKILLS/ABILITIES

  • Supports inbound/outbound phone calls from members or providers on routine or simple issues.
  • Conducts member satisfaction assessment services and other member surveys as applicable
  • Accurately documents all member or provider calls.
  • 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
  • Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a respectful and timely manner).
  • Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the member or provider’s needs.
  • Achieves individual performance goals established for this position in the areas of, call quality, attendance, schedule adherence and individual performance goals as it relates to call center objectives.
  • Engages and collaborates with other departments.
  • Demonstrates personal responsibility and accountability by taking ownership of the call and following it through to resolution, on behalf of the customer, in real time or through timely follow up with the member and/or provider to escalate issues based on established risk criteria.
  • Responds to and resolve the customers inquiries by identifying the topic and type of assitance the caller needs such as  assistance involving their eligibility, ID cards, Member Portal, PCP changes, and personal information updates etc.
  • Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims
  • Proactively engages and collaborates with other departments as required.
  • Demonstrates personal responsibility and accountability by meeting attendance and schedule adherence expectations.
  • Provides status of submitted claims.
  • Communicates professionally

Familiar or trained in systems utilized:

  • Salesforce
  • Pega
  • QNXT
  • CRM
  • Verint
  • Kronos
  • Microsoft Teams
  • Video Conferencing
  • CVS Caremark
  • Availity
  • Molina Provider Portal
  • Others as required by line of business or state

    JOB QUALIFICATIONS

    REQUIRED EDUCATION:

    HS Diploma or equivalent combination of education and experience

    REQUIRED EXPERIENCE:

    Multiple year (1-3) of customer services and/or sales experience

    PREFERRED EDUCATION:

    Associate’s Degree or equivalent combination of education and experience

    PREFERRED EXPERIENCE:

    1-3 years

    PHYSICAL DEMANDS:

    Working environment is generally favorable and lighting and temperature are adequate. Work is generally performed in an office or home office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. Must have the ability to sit for long periods.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

    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.

    About Us

    Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

    Job Type: Full Time Posting Date: 06/15/2022

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