[Hiring] Customer Experience Specialist @Medica

Role Description

The Customer Experience Specialist is a senior-level service professional responsible for managing the most complex, sensitive, and high-stakes customer interactions. This role serves as the primary contact for VIP members and escalated cases from executives, regulatory bodies, and business partners. With a focus on delivering white-glove service, the Specialist ensures a seamless and empathetic experience while coordinating across internal departments to resolve systemic issues. This position operates with minimal supervision and has a significant impact on team objectives and customer satisfaction. Perform other duties as assigned.

• Strong interpersonal and written communication skills, with emphasis on empathy and professionalism
• Proven ability to handle confidential or sensitive information with discretion
• High attention to detail, follow-through, and organizational skills
• Experience with telephony and CRM systems (e.g., Five9, Avaya, Salesforce)
• Proficiency in Microsoft Office tools
• Ability to work independently and make moderate decisions to meet objectives
• Comfortable working in a hybrid, remote, or in-office environment
• High-volume outbound calling experience (55+ calls per day)

Qualifications

• High school diploma or equivalent
• Minimum of 3 years of related work experience

Requirements

• Pharmacy experience with a solid understanding of core pharmacy functions and workflows
• Bachelor’s degree or equivalent combination of education and experience
• 3+ years in customer service, case management, or escalation support—preferably in healthcare, insurance, or other regulated industries
• Complete working knowledge and proficiency in administrative functions

Benefits

• Competitive medical, dental, vision
• PTO
• Holidays
• Paid volunteer time off
• 401K contributions
• Caregiver services
• Many other benefits to support our employees

Eligibility to work in the US

Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

Equal Opportunity Employer

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.