Customer Experience Associate
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Job Description
Customer Experience Associate supporting Hawaii healthcare members and providers for Magellan. Handling benefits inquiries, intake documentation, referrals, and crisis-call responses.
Responsibilities:
- Support members and providers by facilitating care and service
- Assist Magellan members, providers, and clients regarding programs, policies, and procedures
- Handle incoming and outgoing calls related to healthcare benefits
- Administer intake documentation into appropriate systems
- Resolve callers' needs on the first call while meeting quality standards
- Research and communicate medical information about claims, eligibility, benefits, EAP services, claim status, and authorizations
- Identify and respond to crisis calls with appropriate resources
- Facilitate routine referrals and triage decisions not requiring clinical judgment
- Assemble and enter patient information into the appropriate delivery system
- Navigate Magellan systems and document customer comments and information
- Meet key performance indicators, service standards, and monthly call center metrics
- Support team members and participate in high-performance team activities
- Participate in training, self-development, career progression, and operational updates
- Identify operational problems or inefficiencies and support continuous improvement
- Lead or participate in activities improving Care Center performance, quality, and culture
- Read and retain information from multiple resources to address calls accurately
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
- 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
- GED or high school education required
- Call center or healthcare experience preferred
- Associate or bachelor's degree preferred
- Must reside in Hawaii
- Must comply with position-specific security responsibilities, applicable legal, regulatory, contractual requirements, and internal policies and procedures
Benefits:
- Short-term incentives may be available
- Comprehensive benefits package
- Health, life, voluntary, and other benefits
- Perks supporting physical, mental, emotional, and financial wellbeing
- Equal Opportunity Employer
- Tobacco-free workplace
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