[Hiring] Customer Experience Associate @Military Spouse Corporate Career Network

Role Description

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.

• Handle incoming/outgoing calls related to healthcare benefits.
• Administer intake documentation into the appropriate systems.
• Provide outstanding service to internal and external customers.
• Strive to resolve callers’ needs on the first call.
• Meet and/or exceed customers’ expectations and quality standards.
• Research and communicate medical information regarding various services.
• Educate providers on claims, member eligibility, benefits, EAP services, claim status, and authorization inquiries.
• Maintain confidentiality/Protected Health Information (PHI).
• Meet key performance indicators and service standards.
• Identify and respond to crisis calls with appropriate resources.
• Facilitate routine referrals and triage decisions not requiring clinical judgment.
• Comprehensively assemble and enter patient information into the appropriate delivery system.
• Demonstrate flexibility in job duties and schedule.
• Support team members and participate in activities to build a high-performance team.
• Assume full responsibility for self-development and career progression.
• Stay abreast of operational changes and ensure accuracy.
• Identify and report operational problems and/or inefficiencies.
• Lead or participate in activities that improve Care Center performance, quality, and culture.
• Navigate Magellan’s systems and document customers' comments/information.
• Read and retain information disseminated through multiple resources.

The job duties listed above are representative and not intended to be all-inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description.

Qualifications

• 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.
• 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.

Requirements

• GED or High School diploma required.
• Associate or Bachelor's degree preferred.
• Customer service experience required.
• Call center or healthcare experience preferred.

Benefits

• Salary Minimum: $34,295
• Salary Maximum: $51,445