Healthcare Support Center II Specialist

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

Job summary

Molina Healthcare is seeking a Level II service center representative to support members and providers across Medicaid, Medicare and Marketplace lines. You will handle inquiries via phone, chat, and email, resolve issues, and document interactions accurately while striving for first-call resolution.

The role emphasizes empathy, confidentiality under HIPAA, and collaboration with internal teams to improve member experience and retention. Overtime/weekend coverage may be required.

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 using one or more support center communication channels serving multiple states and/or products including but not limited to: phone, chat and email, in addition to other administrative off phone duties supporting Medicaid, Medicare and/or Marketplace lines of business.
• Supports member/provider issues in areas involving member/provider impact and engagement including: appeals and grievances (A&G), problem research and resolution, and the development/maintenance of member/provider materials.
• Assists members and providers with a focus on process improvement and retention.
• Consistently delivers excellent customer service and first call resolution.
• Accurately documents all calls across multiple platforms.

Skills

Customer service

Data processing

Attention to detail

Communication skills

Tools

Microsoft Office

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Job description

Molina Healthcare is seeking a Level II service center representative to support members and providers across Medicaid, Medicare and Marketplace lines. You will handle inquiries via phone, chat, and email, resolve issues, and document interactions accurately while striving for first-call resolution.

The role emphasizes empathy, confidentiality under HIPAA, and collaboration with internal teams to improve member experience and retention. Overtime/weekend coverage may be required.