Representative, Center; Bilingual Spanish

Provides level I support center customer service excellence to meet the needs of Molina members and providers. Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values. Provides product and service information, and identifies opportunities to improve the member and provider experience.

• Provides service support to members and/or providers using one or more support center communication channels serving multiple states and/or products including phone, chat, and email, plus other administrative duties supporting Medicaid, Medicare, and/or Marketplace lines of business.
• Conducts surveys related to health assessments and member/provider satisfaction.
• Accurately documents pertinent details related to member or provider inquiries.
• Works regular shifts within Molina hours of operation, follows protocol for lunches and breaks, and accommodates overtime and/or weekends as needed.
• Builds rapport quickly and responds to customers empathetically by exceeding expectations.
• Attentively listens, captures relevant information, and identifies member or provider inquiries and concerns.
• Meets or exceeds individual performance goals in call quality, attendance, adherence, and other support center objectives.
• Engages and collaborates with various internal/external stakeholders.
• Takes ownership of real‑time solutioning and timely member and/or provider follow‑up, demonstrating personal responsibility and accountability.
• Supports provider needs related to member eligibility and covered benefits, provider portal access, and status of submitted claims.

• Up to 1 year of customer service, call center, and/or sales experience in a fast‑paced/high‑volume environment, or equivalent combination of education and experience.
• Customer service skills.
• Data processing experience.
• Attention to detail, organization, and time‑management skills, with ability to manage simultaneous tasks to meet business needs.
• Ability to maintain confidentiality and comply with HIPAA.
• Ability to establish and maintain positive and effective work relationships with coworkers, members, providers, and customers.
• Effective verbal and written communication skills.
• Basic proficiency in Microsoft Office suite and applicable software programs.

• Systems training/experience in Microsoft Office, Microsoft Teams, Genesys, Salesforce, Pega, QNXT, CRM, Verint, video conferencing, CVS Caremark, Availity.
• Call center experience.
• Managed care/health care experience.

Pay Range: $16 - $19 / HOURLY

Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.

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