Customer experience

Customer Experience Associate- HMSA (Remote, must reside in Hawaii)

This role is remote, but must reside in Hawaii. This is a customer advocate role supporting our members and providers, facilitating care and service.

This position provides assistance to Magellan's members, providers, and clients regarding various aspects of our programs, policies, and procedures.

Responsibilities :

• Handle incoming / outgoing calls related to healthcare benefits.
• Research and communicate medical information regarding services, including educating providers on claims, member eligibility, benefits, EAP services, claim status, and authorization inquiries while maintaining confidentiality / Protected Health Information (PHI).
• 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.
• Demonstrate flexibility in job duties and schedule to better serve members and help Magellan achieve its goals.
• Assume responsibility for self-development and career progression; participate in ongoing training sessions.
• Stay updated on operational changes to ensure accuracy.
• Identify and report operational problems and inefficiencies.
• Participate in activities to improve Care Center performance, quality, and culture.
• Navigate Magellan’s systems, document customer comments / information, and forward required information.
• Read and retain information disseminated through multiple resources to ensure accurate and appropriate call handling.

Minimum Requirements :

• 1-2 or more years of customer service experience.
• Ability to talk and type simultaneously with attention to detail.
• Flexibility in scheduling and adaptability to change.
• Meet monthly individual call center metrics.
• Agree to recording and evaluations for training and compliance.
• Proficiency with keyboard functions and navigation between multiple computer applications.

General Job Information

Title : Customer Experience Associate- HMSA (Remote, must reside in Hawaii)

Grade : 17

Work Experience - Required : Customer Service

Work Experience - Preferred : Call Center, Healthcare

Education - Required : GED, High School

Education - Preferred : Associate, Bachelor's

Salary Range :

Salary Minimum : $31,175

Salary Maximum : $46,765

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location.

Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary, and other benefits that enhance your physical, mental, emotional, and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE / M / F / Vet / Disabled.

Find out if this opportunity is a good fit by reading all of the information that follows below.

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Remote working / work at home options are available for this role.

Last updated : 2024-10-21

Salary : $31,175 - $46,765