Care Center Specialist II — Member & Provider Support

Molina Healthcare; Las Cruces (NM); On-site; USD 21,000 - 36,000; Full time

Job summary

Molina Healthcare is seeking a qualified Customer Service Associate to provide level II support across multiple states and products, including Medicaid, Medicare and Marketplace. You will resolve issues, document interactions, and support member/provider engagement while upholding Molina values.

Responsibilities include handling calls, chat and email, root cause analysis, process improvements, and achieving performance goals for call quality, attendance and responsiveness.

Qualifications

• At least 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience.
• Customer service skills.
• Data processing experience.
• Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
• Ability to maintain confidentiality and comply with HIPAA.
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office suite and applicable software programs.

Responsibilities

• Provides service support to members and/or providers via phone, chat and email across multiple states and products including Medicaid, Medicare and Marketplace.
• Researches, resolves issues, and documents calls across multiple platforms.
• Supports member/provider issues related to benefits, claims, premiums, provider portal, and eligibility.
• Delivers excellent customer service and aims for first call resolution.
• Documents calls accurately and timely.
• Works scheduled shifts within Molina hours, with planned lunches/breaks and potential overtime/weekends.

Skills

Customer service

Communication skills

Attention to detail

HIPAA compliance

Multichannel support

Microsoft Office

Tools

Microsoft Office

Microsoft Teams

Salesforce

Genesys

Pega

QNXT

CRM

Verint

Job description

Molina Healthcare is seeking a qualified Customer Service Associate to provide level II support across multiple states and products, including Medicaid, Medicare and Marketplace. You will resolve issues, document interactions, and support member/provider engagement while upholding Molina values.

Responsibilities include handling calls, chat and email, root cause analysis, process improvements, and achieving performance goals for call quality, attendance and responsiveness.