Customer Experience Associate
Magellan Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Hawaii • 🇺🇸 United States
Visit company websiteSalary
💰 $31,175 - $46,765 per year
Job Level
JuniorMid-Level
About the role
- Customer advocate role supporting our members and providers, facilitating care and service
- Provide assistance to Magellan's members, providers, and clients regarding various aspects of our programs, policies, and procedures
- Handle incoming/outgoing calls related to healthcare related benefits
- Administer intake documentation into the appropriate systems
- Provide outstanding service to internal and external customers and strive to resolve callers’ needs on the first call
- Research and communicate medical information regarding services
- Meet key performance indicators and service standards while showing compassion to members and providers
- Identify and respond to crisis calls with appropriate resources
- Facilitate routine referrals and triage decisions not requiring clinical judgment
- Assemble and enter patient information into the appropriate delivery system
- Support team members and participate in activities to help build a high-performance team
Requirements
- 1-2 or more years of customer service experience
- Must be able to talk and type simultaneously, with attention to detail
- Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment
- Responsible for meeting monthly individual call center metrics
- Must agree to recording and evaluations for training and compliance
- Must be proficient with keyboard functions and navigation between multiple computer applications
Benefits
- Comprehensive benefits package
- Health, life, voluntary and other benefits
- Professional growth and development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceintake documentationcall center metricsmedical information researchdata entrycrisis managementreferral facilitationtyping proficiencymulti-tasking
Soft skills
communicationcompassionflexibilityattention to detailproblem-solvingteam collaborationcustomer advocacyadaptabilityservice orientation