Job Information
Magellan Health Services Customer Experience Associate I, Healthcare in United States
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. Responsibilities include handling incoming/outgoing calls related to healthcare related benefits. Responsibilities also include the administration of intake documentation into the appropriate systems. Overall expectations are to provide outstanding service to internal and external customers and strive to resolve callers’ needs on the first call. Performance expectations are to meet and/or exceed customers’ expectations and our quality standards.
Researches, articulately communicates 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.).
Meets key performance indicators and service standards while showing compassion to members and providers per Magellan’s values and mission.
Identifies and responds to crisis calls with appropriate resource.
Facilitates routine referrals and triage decisions not requiring clinical judgment.
Comprehensively assembles and enters patient information into the appropriate delivery system.
Demonstrates flexibility in areas such as job duties and schedule to aid in better serving members and help Magellan achieve its business and operational goals.
Supports team members and participate in activities to help build a high-performance team.
Assumes full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal).
Responsible for staying abreast of operational changes, updating self to ensure accuracy.
Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
Leads or participates in activities as requested that help improve Care Center performance, quality, and culture.
Navigate Magellan’s systems, document customers' comments/information and forwards required information.
Responsible for reading and retaining information disseminated through multiple resources, ensuring calls are addressed accurately and appropriately per account information.
Other Job Requirements
Responsibilities
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.
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
General Job Information
Title
Customer Experience Associate I, Healthcare
Grade
17
Work Experience - Required
Customer Service
Work Experience - Preferred
Call Center, Healthcare
Education - Required
GED, High School
Education - Preferred
Associate, Bachelor's
License and Certifications - Required
License and Certifications - Preferred
Salary Range
Salary Minimum:
$31,175
Salary Maximum:
$46,765
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
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.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition as well as employee unity. Magellan is a place where you can thrive.
Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
Magellan is committed to meeting applicable Federal labor and employment law posting requirements by providing necessary posters in a format which is easily accessible and conspicuous to all applicants. Copies of applicable posters are accessible by clicking here (https://www.magellanhealth.com/media/760295/mg-federal-contractors-applicant-english.pdf) .
Warning: Employment Scam
It has come to our attention that a false representative is contacting potential candidates and offering them work at home positions with Magellan Health. “Interviews” are conducted completely through email and the false job offer includes the promise of a check to be issued to the candidate for the purposes of setting up a home office.
Please know that Magellan Health does not interview any candidate through email, nor do we issue checks to candidates to set up home offices. All of our available positions are posted on legitimate job boards and our recruitment team directly contacts candidates should there be a fit.
If you suspect you are being contacted by a false representative of Magellan Health, please call 410-953-2911