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

Magellan Health; Ewa Beach (HI); Remote; USD 31,000 - 47,000; Full time

Job summary

A leading company in healthcare is seeking a Customer Experience Associate to support members and providers in Hawaii. This remote role involves handling calls about healthcare benefits, ensuring outstanding service, and meeting performance standards. Ideal candidates will have customer service experience and be adaptable to a dynamic work environment.

Benefits

Comprehensive benefits package

Short-term incentives

Qualifications

• 1-2 years of customer service experience required.
• Must be able to talk and type simultaneously.
• Proficient with keyboard functions and navigation between multiple applications.

Responsibilities

• Handle incoming/outgoing calls related to healthcare benefits.
• Research and communicate medical information to callers.
• Meet key performance indicators and service standards.

Skills

Customer Service

Communication

Attention to Detail

Flexibility

Education

GED or High School Diploma

Associate Degree

Bachelor's Degree

Job description

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

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

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Customer advocate role supporting our members and providers, facilitating care and service. This is a service position providing assistance to Magellan's members, providers, and clients regarding various aspects of our programs, policies, and procedures. Responsibilities include handling incoming/outgoing calls related to healthcare related benefits. Responsibilities also include the administration of intake documentation into the appropriate systems. Overall expectations are to provide outstanding service to internal and external customers and strive to resolve callers’ needs on the first call. Performance expectations are to meet and/or exceed customers’ expectations and our quality standards.

• Researches, articulately communicates medical information regarding a variety of services including: educating providers on claims, member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality/Protected Health Information (PHI.).
• Meets key performance indicators and service standards while showing compassion to members and providers per Magellan’s values and mission.
• Identifies and responds to crisis calls with appropriate resource.
• Facilitates routine referrals and triage decisions not requiring clinical judgment.
• Comprehensively assembles and enters patient information into the appropriate delivery system.
• Demonstrates flexibility in areas such as job duties and schedule to aid in better serving members and help Magellan achieve its business and operational goals.
• Supports team members and participate in activities to help build a high-performance team.
• Assumes full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal).
• Responsible for staying abreast of operational changes, updating self to ensure accuracy.
• Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
• Leads or participates in activities as requested that help improve Care Center performance, quality, and culture.
• Navigate Magellan’s systems, document customers' comments/information and forwards required information.
• Responsible for reading and retaining information disseminated through multiple resources, ensuring calls are addressed accurately and appropriately per account information.
  
  

Responsibilities

Other Job 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

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

License And Certifications - Required

License and Certifications - Preferred

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 and perks 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.

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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