Senior Support Center Specialist II

Molina Healthcare; Kentucky; On-site; USD 16,000 - 31,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Molina Healthcare is seeking a Level II customer service agent to deliver service excellence for members and providers across multiple channels. You will address benefits, claims, and eligibility inquiries, and document interactions in a timely, accurate manner.

The role emphasizes ownership of issues, adherence to HIPAA, and collaboration with internal/external stakeholders to improve retention and member/provider experience.

Qualifications

• 1+ year in fast-paced customer service or call center.
• Strong data handling and confidential information management.
• Proficient in Microsoft Office and related software.
• Ability to multitask and manage time effectively.

Responsibilities

• Provide level II support across multiple channels (phone, chat, email).
• Resolve member and provider inquiries related to benefits, claims, and eligibility.
• Document calls accurately across platforms and adhere to processes.
• Deliver first-call resolution and high-quality service.
• Escalate issues following defined protocols and collaborate with stakeholders.

Skills

Customer service

Data processing

HIPAA compliance

Attention to detail

Verbal and written communication

Tools

Microsoft Office

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Availity

Job description

Molina Healthcare is seeking a Level II customer service agent to deliver service excellence for members and providers across multiple channels. You will address benefits, claims, and eligibility inquiries, and document interactions in a timely, accurate manner.

The role emphasizes ownership of issues, adherence to HIPAA, and collaboration with internal/external stakeholders to improve retention and member/provider experience.