Support Center Specialist II - Member & Provider Care

Molina Healthcare; Los Lunas (NM); On-site; USD 21,000 - 36,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Molina Healthcare is seeking a customer-focused professional to provide level II support to members and providers across Medicaid, Medicare and Marketplace lines of business. You will handle inquiries via phone, chat and email, document interactions, and escalate as needed while modeling Molina values.

The role emphasizes first-call resolution, data accuracy, and collaboration with internal and external stakeholders to improve the member/provider experience and retention.

Qualifications

• At least 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment.
• Data processing experience.
• Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
• HIPAA confidentiality awareness.
• Ability to establish and maintain positive work relationships with coworkers, members and providers.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Office suite and applicable software programs.

Responsibilities

• Provides service support to members and/or providers across multiple channels (phone, chat, email).
• Supports member/provider issues involving appeals, grievances and information materials.
• Assists with process improvement and retention efforts.
• Delivers excellent customer service and first call resolution.
• Accurately documents calls across platforms.
• Works scheduled shifts and accommodates overtime/weekends as needed.
• Communicates empathetically and builds rapport with customers.

Skills

Customer service

Data processing

Attention to detail

Verbal communication

Tools

Microsoft Office

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

CRM

Verint

Video conferencing

Availity

CVS Caremark

Job description

Molina Healthcare is seeking a customer-focused professional to provide level II support to members and providers across Medicaid, Medicare and Marketplace lines of business. You will handle inquiries via phone, chat and email, document interactions, and escalate as needed while modeling Molina values.

The role emphasizes first-call resolution, data accuracy, and collaboration with internal and external stakeholders to improve the member/provider experience and retention.