Level II Member & Provider Support Specialist

Molina Healthcare; Farmington (NM); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Competitive benefits

Equal Opportunity Employer

Job summary

Molina Healthcare is seeking an experienced Call Center Support Associate to provide level II assistance to members and providers across Medicaid, Medicare, and Marketplace lines. You will handle inquiries via phone, chat, and email while maintaining accuracy and confidentiality.

Responsibilities include issue resolution, documentation, and collaboration with stakeholders to improve member/provider experiences and retention.

Qualifications

• Minimum 1 year of customer service in a fast-paced environment.
• Strong communication skills, both verbal and written.
• Proficient with Microsoft Office and data entry.
• Ability to handle confidential information (HIPAA).
• Demonstrated time management and multi-tasking abilities.

Responsibilities

• Provide level II support to Molina members and providers via phone, chat, and email.
• Research, resolve, and document member/provider issues across platforms.
• Assist with appeals, grievances, and documentation needs.
• Deliver high-quality customer service and aim for first-call resolution.
• Escalate risks and coordinate with internal/external stakeholders as needed.
• Maintain accurate notes across systems and ensure timely follow-up.
• Meet performance goals for call quality, attendance, and productivity.
• Support multiple lines of business (Medicaid, Marketplace) as needed.

Skills

Customer service

Data processing

Attention to detail

Time management

HIPAA compliance

Verbal & written communication

Microsoft Office

Relationship building

Tools

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Video conferencing

Availity

Job description

Molina Healthcare is seeking an experienced Call Center Support Associate to provide level II assistance to members and providers across Medicaid, Medicare, and Marketplace lines. You will handle inquiries via phone, chat, and email while maintaining accuracy and confidentiality.

Responsibilities include issue resolution, documentation, and collaboration with stakeholders to improve member/provider experiences and retention.