Member & Provider Support Specialist II

Molina Healthcare; Paducah (KY); On-site; USD 44,127,000 - 75,705,000; Full time

Job summary

Molina Healthcare is seeking a level II customer service professional to support members and providers across phone, chat, and email channels in a fast-paced environment.

Responsibilities include documenting interactions, resolving issues, and contributing to quality improvement initiatives for member and provider engagement and retention. The role requires HIPAA compliance, strong communication, and collaboration with internal teams.

Qualifications

• At least 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment.
• Proficiency in Microsoft Office suite and applicable software programs.
• Ability to maintain confidentiality and comply with HIPAA.
• Strong verbal and written communication skills.
• Data processing experience.

Responsibilities

• Provides service support to members and providers via phone, chat, and email across multiple states and products.
• Documents calls across multiple platforms accurately.
• Addresses member/provider inquiries, issues, and needs with problem resolution and process improvement focus.
• Achieves and exceeds performance goals for call quality, attendance, and adherence.
• Collaborates with internal/external stakeholders and escalates when needed.

Skills

Customer service

Data processing

HIPAA compliance

Verbal & written communication

Microsoft Office

Tools

Microsoft Office Suite

CRM software

Genesys

Salesforce

Pega

QNXT

Verint

Availity

Job description

Molina Healthcare is seeking a level II customer service professional to support members and providers across phone, chat, and email channels in a fast-paced environment.

Responsibilities include documenting interactions, resolving issues, and contributing to quality improvement initiatives for member and provider engagement and retention. The role requires HIPAA compliance, strong communication, and collaboration with internal teams.