Customer Experience Associate

This is a fully remote position, open to applicants in Hawaii.

📋 Description

• Assist members and providers by coordinating care and services.

• Support Magellan members, providers, and clients regarding various programs, policies, and procedures.

• Manage incoming and outgoing calls related to healthcare benefits.

• Process intake documentation into the relevant systems.

• Address callers' needs on the initial call while adhering to quality standards.

• Investigate and convey medical information concerning claims, eligibility, benefits, EAP services, claim status, and authorizations.

• Recognize and react to crisis calls with the appropriate resources.

• Facilitate routine referrals and make triage decisions that do not require clinical judgment.

• Compile and enter patient information into the designated delivery system.

• Navigate through Magellan systems and record customer comments and information.

• Achieve key performance indicators, service standards, and monthly call center metrics.

• Assist team members and engage in high-performance team initiatives.

• Participate in training, personal development, career growth, and operational updates.

• Identify operational issues or inefficiencies and contribute to continuous improvement.

• Lead or take part in efforts to enhance Care Center performance, quality, and culture.

• Read and retain information from various sources to accurately address calls.

⛳️ Requirements

• 1–2 or more years of experience in customer service.

• Ability to converse and type simultaneously, with a strong focus on detail.

• Must be adaptable in scheduling and comfortable with changes.

• Accountable for achieving monthly individual call center metrics.

• Must consent to recording and evaluations for training and compliance purposes.

• Proficiency in keyboard functions and navigating multiple computer applications is required.

• A GED or high school diploma is mandatory.

• Experience in a call center or healthcare setting is preferred.

• An associate or bachelor's degree is preferred.

• Must reside in Hawaii.

• Must adhere to position-specific security responsibilities, as well as relevant legal, regulatory, contractual requirements, and internal policies and procedures.

🏝️ Benefits

• Short-term incentives may be available.

• Comprehensive benefits package offered.

• Health, life, voluntary, and additional benefits provided.

• Perks that promote physical, mental, emotional, and financial wellbeing.

• Equal Opportunity Employer.

• Tobacco-free workplace.