Customer Experience Associate

5 days ago

Honolulu, Hawaii, United States Magellan Health Full time
About the Role

This is a remote customer advocate role supporting Magellan Health's members and providers in Hawaii. As a Customer Experience Associate, you will be responsible for facilitating care and service, handling incoming and outgoing calls, and administering intake documentation into the appropriate systems.

Key Responsibilities
  • Provide exceptional customer service to internal and external customers, resolving issues on the first call whenever possible.
  • Research and articulate medical information regarding various services, including claims, member eligibility, benefits, and EAP services, while maintaining confidentiality and Protected Health Information (PHI).
  • Meet key performance indicators and service standards, demonstrating compassion and empathy towards members and providers.
  • Identify and respond to crisis calls with appropriate resources, facilitating routine referrals and triage decisions.
  • Comprehensively assemble and enter patient information into the appropriate delivery system.
  • Demonstrate flexibility in job duties and schedule to better serve members and support Magellan's business and operational goals.
  • Support team members and participate in activities to build a high-performance team.
  • Assume full responsibility for self-development and career progression, seeking ongoing training sessions.
  • Stay abreast of operational changes, updating self to ensure accuracy.
  • Assist efforts to continuously improve by identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
  • Navigate Magellan's systems, document customers' comments/information, and forward required information.
Requirements
  • 1-2 years of customer service experience.
  • Ability to talk and type simultaneously, with attention to detail.
  • Flexibility in scheduling and comfort with change, as customer service is an ever-changing environment.
  • Responsibility for meeting monthly individual call center metrics.
  • Agreement to recording and evaluations for training and compliance.
  • Proficiency with keyboard functions and navigation between multiple computer applications.
About Magellan Health

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.

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