Member & Provider Support Center Specialist

Molina Talent Acquisition; New Mexico; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Molina Healthcare is seeking a frontline Customer Service Associate to support members and providers across multiple channels, including phone, chat, and email. You’ll resolve inquiries, document details accurately, and uphold HIPAA standards while coordinating with internal and external stakeholders.

The role involves shifts within Molina hours, responding empathetically, meeting performance goals, and contributing to a positive member experience through effective communication and timely

Qualifications

• Up to 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 the Health Insurance Portability and Accountability Act (HIPAA).
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
• Effective verbal and written communication skills.
• Basic 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.
• Conducts various surveys related to health assessments and member/provider satisfaction.
• Accurately documents pertinent details related to member or provider inquiries.
• Works regularly scheduled shifts within Molina hours of operation, follows protocol related to scheduled lunches and breaks, and accommodates overtime and/or weekends as needed.
• Demonstrates ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Listens attentively, captures relevant information, and identifies member or provider inquiries and concerns.
• Meets or exceeds individual performance goals established for the position in the areas of: call quality, attendance, adherence and other support center objectives.
• Proactively engages and collaborates with various internal/external stakeholders.
• Demonstrates personal responsibility and accountability by taking ownership of real-time solutioning and timely member and/or provider follow-up.
• Supports provider needs related to inquiries and assistance involving member eligibility and covered benefits, provider portal, and status of submitted claims.

Skills

Customer service

Data processing

Attention to detail

Time management

HIPAA compliance

Verbal and written communication

Microsoft Office proficiency

Tools

Microsoft Office

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Video conferencing

Job description

Molina Healthcare is seeking a frontline Customer Service Associate to support members and providers across multiple channels, including phone, chat, and email. You’ll resolve inquiries, document details accurately, and uphold HIPAA standards while coordinating with internal and external stakeholders.

The role involves shifts within Molina hours, responding empathetically, meeting performance goals, and contributing to a positive member experience through effective communication and timely