Katherine Molina
Www.linkedin.com/in/katherineamolina
Summary
Remote customer service professional with experience supporting healthcare members in high-volume environments. Skilled in HIPAA-compliant documentation, multisystem navigation, and clear communication to resolve benefits, eligibility, and coverage inquiries efficiently. Known for reliability, strong call control, and consistent performance in fast-paced remote roles.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
UnitedHealth Group
Remote
03.2024 - Current
- Handled 60+ inbound calls daily, providing accurate and empathetic support to health plan members
- Explained benefits, eligibility, claims status, and coverage details using clear, member-friendly language
- Resolved member inquiries by navigating multiple secure systems simultaneously and documenting outcomes thoroughly
- Maintained HIPAA compliance and protected confidential member information across all interactions
- Consistently met quality, productivity, and schedule adherence expectations in a remote environment
Customer Service Agent
Alorica
Remote
02.2021 - 12.2023
- Handled high-volume inbound calls and resolved customer concerns while maintaining call quality standards
- Documented interactions accurately in internal systems/CRM while following compliance and data security policies
- Navigated multiple internal tools simultaneously to troubleshoot account, billing, and service issues
- Maintained strong attendance and schedule adherence in a work-from-home environment
- Met daily performance expectations for quality, productivity, and customer satisfaction
Education
High School Diploma - General Studies
Miami Senior High School
Miami, FL06.2015
Skills
Remote Customer Support & Member Services
HIPAA Compliance & Confidential Information Handling
High-Volume Call Handling
Multisystem Navigation & Multitasking
Accurate Documentation & Data Entry
Time Management & Schedule Adherence
Timeline
Customer Service Representative
UnitedHealth Group
03.2024 - Current
Customer Service Agent
Alorica
02.2021 - 12.2023
High School Diploma - General Studies
Miami Senior High School