Support Center Specialist II: Member & Provider Experience

Molina Healthcare

Brandon (MS)

Presencial

USD 21 000 - 36 000

Tempo integral

14 dias+

Uma candidatura completa num minuto

Currículo e carta de apresentação personalizados, prontos a enviar.

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Resumo da oferta

Molina Healthcare in Brandon, MS is seeking a Level II Customer Service Specialist to provide expert support to Molina members and providers across Medicaid, Medicare and Marketplace lines. You will resolve issues, document calls, and strive for first-call resolution while following HIPAA guidelines and Molina values.

This role involves multi-channel support (phone, chat, email) and opportunities to improve member experience, retention, and engagement.

Qualificações

: At least 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment, or equivalent combination of relevant education and experience.
: Customer service skills.
: Data processing experience.
: Attention to detail, organizational and time-management skills, and ability to manage simultaneous tasks to meet business needs.
: Ability to maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA).
: Ability to establish and maintain positive and effective work relationships with coworkers, members, providers and customers.
: Effective verbal and written communication skills.
: Proficiency in Microsoft Office suite and applicable software programs.

Responsabilidades

: Provides service support to members and/or providers using one or more support center communication channels serving multiple states and/or products.
: Supports member/provider issues in areas involving member/provider impact and engagement including appeals and grievances (A&G), problem research and resolution, and materials development/maintenance.
: Assists members and providers with a focus on process improvement and retention.
: Delivers excellent customer service and first call resolution.
: Documents all calls across multiple platforms.
: Works scheduled shifts and follows lunch/break protocol; accommodates overtime/weekends as needed.
: Builds rapport and responds empathetically to customers.
: Listens attentively, captures relevant information, and resolves inquiries and concerns.
: Meets or exceeds performance goals in call quality, attendance, and adherence.