Healthcare Support Agent - Multichannel Call Center (Ohio)

Molina Healthcare, Inc.; Gilbert (AZ); Remote; USD 25,000 - 30,000; Full time

Job summary

Molina Healthcare, Inc. is seeking a customer service specialist to provide level II support for members and providers across multiple channels, ensuring accurate documentation and escalation when needed.

The role emphasizes confidentiality, HIPAA compliance, and delivering high-quality service to improve member and provider engagement while meeting performance goals. Ohio residency is required. Competitive benefits and pay apply.

Qualifications

• At least 1 year of customer service in a fast-paced setting or equivalent.
• Strong data processing skills and attention to detail.
• Ability to maintain confidentiality and comply with HIPAA.
• Effective verbal and written communication skills.
• Proficiency with Microsoft Office and related software.

Responsibilities

• Provide level II support to members and providers across multiple channels (phone, chat, email).
• Assist with inquiries related to benefits, claims, and provider portal issues.
• Document interactions accurately across platforms.
• Meet or exceed performance goals for call quality and attendance.
• Escalate issues per policy and coordinate with internal/external stakeholders.
• Support process improvements to improve member/provider engagement and retention.
• Demonstrate empathy and build rapport with customers.

Skills

Customer service

Data processing

Attention to detail

HIPAA compliance

Verbal and written communication

Microsoft Office

Tools

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Video conferencing

Availity

Microsoft Teams

Job description

Molina Healthcare, Inc. is seeking a customer service specialist to provide level II support for members and providers across multiple channels, ensuring accurate documentation and escalation when needed.

The role emphasizes confidentiality, HIPAA compliance, and delivering high-quality service to improve member and provider engagement while meeting performance goals. Ohio residency is required. Competitive benefits and pay apply.