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

Responsibilities

• Handle incoming/outgoing calls related to healthcare related benefits.
• Administer intake documentation into the appropriate systems.
• Provide outstanding service to internal and external customers and strive to resolve callers’ needs on the first call.
• Meet and/or exceed customers’ expectations and our quality standards.
• Research and articulate 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).
• Respond to crisis calls with appropriate resource.
• Facilitate routine referrals and triage decisions not requiring clinical judgment.
• Comprehensively assemble and enter patient information into the appropriate delivery system.
• Show compassion to members and providers per Magellan’s values and mission.
• Demonstrate flexibility in areas such as job duties and schedule to aid in better serving members and help Magellan achieve its business and operational goals.
• Support team members and participate in activities to help build a high-performance team.
• Assume full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal).
• Stay abreast of operational changes, update self to ensure accuracy.
• Assume responsibility for 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.
• Read and retain information disseminated through multiple resources, ensuring calls are addressed accurately and appropriately per account information.

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.
• Must agree to recording and evaluations for training and compliance.
• Must be proficient with keyboard functions and navigation between multiple computer applications.

Qualifications

• GED, High School Education.
• Associate, Bachelor's License.

Skills

• Keyboard proficiency.

Benefits

Comprehensive benefits package including health, life, voluntary and other benefits and perks.

Pay

Salary Range: $34,295 - $51,445

Schedule

Remote work location in Hawaii.