Member & Provider Support Specialist II

Molina Healthcare; Arizona; Remote; USD 25,000 - 36,000; Full time

Job summary

Molina Healthcare is seeking a level II customer service representative in the United States (Arizona region) to support members and providers through multiple channels, including phone, chat and email. The role emphasizes quality service, timely issue resolution, and adherence to Molina values across Medicaid, Medicare and Marketplace lines.

The position requires at least 1 year in customer service or related fields, strong communication, data processing skills, and proficiency with Microsoft

Qualifications

• 1 year of customer service, call center or sales experience in a fast-paced/high-volume environment.
• Data processing experience.
• Attention to detail and strong organizational and time-management skills.
• Ability to maintain confidentiality and comply with HIPAA.
• Ability to establish positive work relationships with coworkers, members, providers and customers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office and applicable software programs.

Responsibilities

• Provide level II support to Molina members and providers via phone, chat and email across multiple states/products.
• Document calls across multiple platforms and ensure timely follow-up.
• Resolve member/provider inquiries related to benefits, claims, eligibility, and provider portal issues.
• Identify opportunities to improve member/provider experience and engage stakeholders.
• Meet or exceed performance goals for call quality, attendance and adherence.
• Demonstrate two lines of business proficiency (e.g., Medicaid, Marketplace).
• Escalate issues with appropriate urgency and follow escalation paths.

Skills

Customer service

Communication skills

Time management

Attention to detail

Confidentiality & HIPAA

Tools

Microsoft Office

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Job description

Molina Healthcare is seeking a level II customer service representative in the United States (Arizona region) to support members and providers through multiple channels, including phone, chat and email. The role emphasizes quality service, timely issue resolution, and adherence to Molina values across Medicaid, Medicare and Marketplace lines.

The position requires at least 1 year in customer service or related fields, strong communication, data processing skills, and proficiency with Microsoft