Representative, Center Outbound- Remote Bilingual Spanish - FL, KY, NM, OH, IA

Shift

• Monday – Friday in your time zone:
  • 11:30am – 8:00pm (EST)
  • 10:30am – 7:00pm (CST)
  • 9:30am – 6:00pm (MST)

Provides customer support and stellar service to meet the needs of our Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions. Provides product and service information, and identifies opportunities to improve our member and provider experiences.

• Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products. (phone, chat, email, etc.)
• Conduct surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Work the scheduled shifts within hours of operation, including lunch, breaks, overtime and weekends as needed.
• Build rapport and respond to customers empathetically by exceeding expectations.
• Listen attentively, capture relevant information, and identify Member or Provider’s inquiries and concerns.
• Meet or exceed individual performance goals in Call Quality, Attendance, Adherence and other Contact Center objectives.
• Proactively engage and collaborate with internal/external departments.
• Take ownership of providing resolutions in real time or through timely follow‑up with the Member and/or Provider.
• Support provider needs for basic inquiries (eligibility, benefits, portal, claim status).
• Communicate professionally in a professional setting.

HS Diploma or equivalent combination of education and experience.

1-3 years Sales and/or Customer Service experience in a fast paced, high volume environment.

Associate’s Degree or equivalent combination of education and experience.

• 1-3 years experience.
• Preferred Systems Training:
• Microsoft Office
• Genesys
• Salesforce
• Pega
• QNXT
• CRM
• Verint
• Kronos
• Microsoft Teams
• Video Conferencing
• CVS Caremark
• Availity

Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $15.4 - $24.02 / HOURLY. Actual compensation may vary based on geographic location, work experience, education and/or skill level.