Healthcare Support Center Agent - Multi-Line, Member-Focused

RemoteFetch; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

Molina Healthcare is seeking a customer service professional to provide level II support to Molina members and providers across multiple states via phone, chat and email.

You will resolve issues, document calls, and collaborate with internal teams to improve the member and provider experience while upholding HIPAA requirements.

The role emphasizes accurate information delivery on benefits, claims, premiums and provider portal access, with a focus on first-call resolution and responsiveness.

Qualifications

• 1 year of customer service, call center, and/or sales experience in a fast-paced/high-volume environment.
• Strong customer service skills and data processing experience.
• Attention to detail, organizational and time-management skills.
• Ability to maintain confidentiality and comply with HIPAA.
• Ability to establish and maintain positive work relationships with coworkers, members and providers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office and applicable software programs.

Responsibilities

• Provide level II support to members/providers using multiple channels (phone, chat, email) across states/products.
• Resolve member/provider issues including appeals/grievances and research/resolution.
• Assist with process improvement and retention.
• Deliver excellent customer service and first-call resolution.
• Document all calls across multiple platforms.
• Follow Molina hours, including lunches breaks and overtime as needed.
• Build rapport and respond empathetically to customers.
• Handle inquiries about benefits, claims, premiums, provider portal, eligibility, etc.; conduct initial research and resolve.
• Evaluate risk and determine escalation path.
• Demonstrate proficiency in at least two lines of business (e.g., Medicaid, Marketplace).
• Manage multiple channels (Teams, email) timely.

Skills

Customer service

Data processing

HIPAA compliance

Communication skills

Multitasking

Tools

Microsoft Office

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Job description

Molina Healthcare is seeking a customer service professional to provide level II support to Molina members and providers across multiple states via phone, chat and email.

You will resolve issues, document calls, and collaborate with internal teams to improve the member and provider experience while upholding HIPAA requirements.

The role emphasizes accurate information delivery on benefits, claims, premiums and provider portal access, with a focus on first-call resolution and responsiveness.