Member & Provider Support Specialist II

Molina Healthcare Inc; New Mexico; On-site; USD 32,000 - 46,000; Full time

Job summary

Molina Healthcare Inc is seeking a customer service professional to provide level II support for members and providers across Medicaid, Medicare, and Marketplace lines. You will resolve issues, document calls, and support continuous quality improvement initiatives across channels such as phone, chat, and email.

The role emphasizes empathy, first-call resolution, and collaboration with internal and external stakeholders to enhance the member/provider experience.

Qualifications

• 1+ year of customer service or call center experience in a fast-paced environment.
• Excellent verbal and written communication skills.
• Experience with data processing and documentation across systems.
• Ability to maintain confidentiality per HIPAA requirements.
• Proficient in Microsoft Office and related software.
• Ability to manage multiple tasks and meet business needs.

Responsibilities

• Provide level II support across multiple channels (phone, chat, email) for Molina members and providers.
• Resolve issues and document calls across platforms.
• Assist with benefits, claims, eligibility, and portal-related inquiries.
• Engage with stakeholders to improve member/provider experience.
• Maintain adherence to schedules, breaks, and overtime as needed.
• Demonstrate empathy, build rapport, and achieve first-call resolution.

Skills

Customer service

Communication

Data processing

Attention to detail

Time management

HIPAA compliance

Microsoft Office

Tools

Microsoft Office Suite

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Job description

Molina Healthcare Inc is seeking a customer service professional to provide level II support for members and providers across Medicaid, Medicare, and Marketplace lines. You will resolve issues, document calls, and support continuous quality improvement initiatives across channels such as phone, chat, and email.

The role emphasizes empathy, first-call resolution, and collaboration with internal and external stakeholders to enhance the member/provider experience.