Level II Support Center Agent - Member & Provider Care

Molina Healthcare; Vicksburg (MS); On-site; USD 30,000 - 41,000; Full time

Job summary

Molina Healthcare is seeking a Level II Customer Service professional to support members and providers across Medicaid, Medicare and Marketplace products. You will resolve issues, document interactions, and collaborate with internal teams to improve the member/provider experience while upholding Molina values.

The role involves multi-channel support through phone, chat, and email, requiring strong communication skills and a focus on accuracy and timely follow-up in a fast-paced environment.

Qualifications

• At least 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment.
• Experience with HIPAA and confidentiality requirements.
• Proficiency in Microsoft Office and related software.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and meet business needs.
• Ability to quickly research and resolve member/provider inquiries.

Responsibilities

• Provide level II support to Molina members and providers across multiple channels (phone, chat, email).
• Document calls across platforms and follow up on issues with appropriate stakeholders.
• Support a range of inquiries including benefits, claims, eligibility, and portal usage.
• Aim for first-call resolution and high customer satisfaction.
• Maintain knowledge of Medicaid, Medicare and Marketplace products and processes.
• Adhere to schedules and Molina's policies, including HIPAA requirements.

Skills

Customer service

Verbal communication

Written communication

Time management

Attention to detail

HIPAA compliance

Data processing

Team collaboration

Microsoft Office

Tools

Microsoft Office

Microsoft Teams

Salesforce

Genesys

Pega

QNXT

CRM

Verint

Job description

Molina Healthcare is seeking a Level II Customer Service professional to support members and providers across Medicaid, Medicare and Marketplace products. You will resolve issues, document interactions, and collaborate with internal teams to improve the member/provider experience while upholding Molina values.

The role involves multi-channel support through phone, chat, and email, requiring strong communication skills and a focus on accuracy and timely follow-up in a fast-paced environment.