Healthcare Support Center Specialist

Molina Healthcare; Des Moines (IA); On-site; USD 21,000 - 33,000; Full time

Job summary

Molina Healthcare in Des Moines, IA is seeking a Customer Service Associate to provide level I support to members and providers. You will handle inquiries across phone, chat, and email channels, delivering product and service information and resolving issues with empathy.

This role supports Medicaid, Medicare, and Marketplace lines, requires strong communication, data processing skills, and the ability to protect confidential information under HIPAA.

Qualifications

• Up to 1 year of customer service experience in a fast-paced environment.
• Customer service skills.
• 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 members, providers and customers.
• Effective verbal and written communication skills.
• Basic proficiency in Microsoft Office and applicable software programs.

Responsibilities

• Provides service support to members and/or providers using phone, chat and email across multiple states and products.
• Conducts surveys related to health assessments and member/provider satisfaction.
• Accurately documents pertinent details related to inquiries.
• Works scheduled shifts, follows lunch/break protocols, and accommodates overtime/weekends as needed.
• Demonstrates ability to build rapport and respond empathetically to customers.
• Listens attentively, captures relevant information, and identifies inquiries and concerns.
• Meets or exceeds performance goals in call quality, attendance, and adherence.
• Collaborates with internal/external stakeholders.
• Takes ownership of real-time problem solving and timely follow-up.
• Supports provider needs related to member eligibility, benefits, portal, and claims status.

Skills

Customer service

Attention to detail

Verbal and written communication

Time management

HIPAA knowledge

Tools

Microsoft Office

Genesys

Salesforce

Pega

QNXT

Verint

Availity

Job description

Molina Healthcare in Des Moines, IA is seeking a Customer Service Associate to provide level I support to members and providers. You will handle inquiries across phone, chat, and email channels, delivering product and service information and resolving issues with empathy.

This role supports Medicaid, Medicare, and Marketplace lines, requires strong communication, data processing skills, and the ability to protect confidential information under HIPAA.