Lead, Customer Experience

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

• Responsible for owning, handling and resolving complex issues.
• Recognizes trends and patterns in call types and engages leadership with suggested solutions.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Work with coworkers, management, and other departments to help coordinate problem solving in an effective and timely manner.
• Provide technical expertise to co-workers and handles elevated calls.
• Provide exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public.
• Effective communication skills in a professionally setting, both spoken and verbal.
• Manages multiple channels of communication (e.g., Teams, Jabber) within a timely manner.
• Familiarity with processes related to Claim Adjustments and Adjudication.
• Familiarity with Provider Service inquiries related to: Claims, Authorizations, Appeals, Contracting and Credentialing.
• Accurate documentation for all calls across multiple platforms.
• Proficient in Microsoft Office applications (e.g., Excel, Word, PowerPoint).
• Consistently exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
• Assists with training needs of employees or training classes as needed along with providing coaching/feedback and mentoring agents.
• Evaluate risk criteria and determine urgency and appropriate escalation path.
• Proficient in two lines of business or more (e.g., Medicaid, Marketplace, Medicare).

Lead by the Molina Values

• Integrity Always: Set a good example by continuously Doing the Right Thing.
• Absolute Accountability: Take responsibility for ensuring escalated calls are handled with excellent service.
• Supportive Teamwork: Eagerly assist your co-workers
• Honest and Open Communication: Be true to your word
• Member and Community Focused: Act as an advocate on behalf of our callers

Preferred Systems Training:

• Salesforce
• Pega
• Genesys
• QNXT
• CRM
• Verint
• Kronos
• Genesys
• Microsoft Office Professional (Excel, PowerPoint, Word).
• Microsoft Teams
• Video Conferencing
• CVS Caremark

JOB QUALIFICATIONS

REQUIRED EDUCATION:

Associate’s Degree or equivalent combination of education and experience

REQUIRED EXPERIENCE:

5-7 years

PREFERRED EDUCATION:

Bachelor’s Degree or equivalent combination of education and experience

PREFERRED EXPERIENCE:

7-9 years

Shift Requirements:

Hours: (PST)

Training 1 Week:  5:00 am – 1:30 pm (M-F)

Post Training - Alternating shift. Days to be discussed.

One Week:

• 3 days at 5:00 am – 1:30 pm 
• 2 days at 10:30 am – 7:00 pm

Next Week: 

• 2 days at 5:00 am – 1:30 pm
• 3 days at 10:30 am – 7:00 pm

 

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.