Member & Provider Support Specialist II

Molina Healthcare; Cedar Rapids (IA); On-site; USD 21,000 - 36,000; Full time

Job summary

Molina Healthcare is seeking an experienced customer service professional to provide level II support in a fast-paced center. You will handle member and provider inquiries across Medicaid, Medicare and Marketplace lines, document interactions, and strive for first-call resolution.

You will work within Molina’s hours, support process improvements, and collaborate with diverse stakeholders to enhance member/provider experiences and retention.

Qualifications

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

Responsibilities

• Provides service support to members and/or providers via phone, chat and email across multiple states/products.
• Supports member/provider issues including appeals/grievances, research, and materials.
• Assists with process improvement and retention.
• Delivers high-quality customer service and first call resolution.
• Documents calls across multiple platforms.
• Works scheduled shifts within Molina hours and adheres to breaks; overtime/weekends as needed.
• Builds rapport empathetically and exceeds customer expectations.
• Captures information and resolves inquiries and concerns.
• Meets/exceeds performance goals for call quality and attendance.
• Collaborates with internal/external stakeholders.

Skills

Customer service

Call center

Data processing

HIPAA

Microsoft Office

Teams

Genesys

Tools

Microsoft Office Suite

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

Job description

Molina Healthcare is seeking an experienced customer service professional to provide level II support in a fast-paced center. You will handle member and provider inquiries across Medicaid, Medicare and Marketplace lines, document interactions, and strive for first-call resolution.

You will work within Molina’s hours, support process improvements, and collaborate with diverse stakeholders to enhance member/provider experiences and retention.