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Customer Experience Representative I - Dallas, United States - Molina Healthcare
Description
**Customer Experience Representative I**
Molina Healthcare Dallas, Texas **Job ID** * 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**
Experience Level (Choice) Education Level (Choice) Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click Add to create your job alert. Job Category
Location
Contact Center, Dallas, Texas, United States
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