Member & Provider Support Specialist II

Molina Healthcare; Washington; On-site; USD 42,000 - 58,000; Full time

Job summary

Molina Healthcare is seeking a Level II support center professional to deliver customer service excellence for Molina members and providers. You will resolve issues, provide product information, and support quality initiatives across Medicaid, Medicare and Marketplace lines.

Responsibilities include handling calls, chats, and emails, documenting interactions, and working with internal teams to improve member and provider engagement and retention.

Qualifications

• 1 year of customer service or call center experience in a fast-paced environment or equivalent.
• Solid customer service and data processing skills.
• Strong attention to detail, organization, and time management.
• Effective verbal and written communication skills.
• Ability to maintain confidentiality and comply with HIPAA.

Responsibilities

• Provide level II support center service to Molina members and providers via phone, chat and email.
• Resolve member/provider issues, focusing on engagement and retention.
• Document calls accurately across multiple platforms.
• Work scheduled shifts, follow lunch/break protocols, and accommodate overtime as needed.
• Demonstrate empathy and exceed customer expectations in interactions.
• Meet or exceed performance goals for call quality and attendance.
• Collaborate with internal/external stakeholders to resolve inquiries.

Skills

Customer service

Data processing

Attention to detail

Verbal and written communication

HIPAA compliance

Tools

Microsoft Office

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Job description

Molina Healthcare is seeking a Level II support center professional to deliver customer service excellence for Molina members and providers. You will resolve issues, provide product information, and support quality initiatives across Medicaid, Medicare and Marketplace lines.

Responsibilities include handling calls, chats, and emails, documenting interactions, and working with internal teams to improve member and provider engagement and retention.