Customer Experience Representative I

**Customer Experience Representative I**

Molina Healthcare Columbus, Ohio **Job ID** 2012288 * 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 providers 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

* Responds to and resolve the customers inquiries by identifying the topic and type of assistance 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

**ABOUT OUR LOCATION**

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Location

* Contact Center, Columbus, Ohio, United States

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