Member Support Specialist II - Empathetic Care & Resolution

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

Benefits offered by this job

Competitive benefits

EOE employer

Job summary

Molina Healthcare is seeking a level II customer service associate to support members and providers across multiple channels within the Molina network. The role emphasizes empathy, accurate documentation, and effective issue resolution.

Responsibilities include handling inquiries on benefits, claims, eligibility, and provider portals, while meeting performance goals and supporting quality improvement initiatives. Evening shifts and overtime may be required.

Qualifications

• At least 1 year in customer service or call center in high-volume environments.
• Strong customer service, data processing, and written/verbal communication skills.
• Ability to maintain confidentiality under HIPAA.

Responsibilities

• Provide multi-channel support via phone, chat, and email.
• Research and resolve member/provider inquiries with empathy.
• Document calls across systems and ensure data accuracy.
• Maintain schedule adherence and meet call quality targets.

Skills

Customer service

Call center

Data processing

Microsoft Office

Attention to detail

HIPAA compliance

Time management

Communication

Team collaboration

Tools

Genesys

Salesforce

Pega

CRM

Verint

Availity

Job description

Molina Healthcare is seeking a level II customer service associate to support members and providers across multiple channels within the Molina network. The role emphasizes empathy, accurate documentation, and effective issue resolution.

Responsibilities include handling inquiries on benefits, claims, eligibility, and provider portals, while meeting performance goals and supporting quality improvement initiatives. Evening shifts and overtime may be required.