Magellan Health

Compensation

Full Description

Subject Matter Expert (SME) customer advocate role supporting staff, clients, members, providers. This is a leadership support position providing assistance with all aspects of our programs, policies, and procedures. Responsibilities include handling escalated incoming/outgoing calls and acting as a resource for staff inquiries. Overall expectations are to support the team to provide outstanding service and strive to resolve callers’ needs on the first call. Performance expectations are to meet and exceed customers’ expectations and our quality standards. Additional responsibilities include supporting team members, processes and/or projects. Serves as primary resource to team of customer care associates and supports services to ensure compliance with policies, procedures, and customer requirements. Conducts call evaluations and coaching, providing constructive feedback sessions per department standards. Serves as a subject matter expert (SME) and a member of the Customer Care Leadership Team, when involved in various projects, initiatives and/or meetings. Mentors new staff and coaches staff on improvement plans as well as motivates and encourages team member to excel. Supports a team environment that contributes to a high degree of employee satisfaction and engagement. Supports new hire activities (i.e. “nesting” efforts, participating in new hire training). Reviews and analyzes metrics (daily, weekly, monthly) for staff to ensure compliance, identify trends and implement action plans to address issues. Facilitates aspects of the complaints and grievance process. Supports planning and roll out efforts of new initiatives. Partners with customer care quality department to support service quality improvement programs and employee development, ensuring member and provider satisfaction. Assists in various projects (e.g., Participating or managing User Acceptance Testing (UAT) plans and various health plan initiatives, etc.). Gathers data, reporting and completes initial analysis and trending, as needed. Consults with the Manager and/or Director for complex business decisions. Supports planning and roll out efforts of new initiatives. Ability to identify, share, and implement best practices across this organization. Attends and presents data, addresses issues in customer-facing and team meetings, as needed. Oversees back-office staff to ensure workload is completed timely. Oversees team chats to answer questions, provide resources and ensure appropriate content. 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. Other Job Requirements Responsibilities 5+ years of call center/customer service experience; 2-3 years of Magellan call center experience; healthcare experience is required. Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment. Responsible for meeting personal call handling requirements and daily telephone standards as set forth by management. Must agree to observing service for the purpose of training and quality control. Expert with keyboard functions navigation between multiple computer applications. Must be able to maneuver expertly through various computer platforms while verifying information on all calls. Must possess an attitude of service excellence. Displays sound people management skills. Experience in departmental products and processes. General Job Information Title Lead Customer Experience Associate, Healthcare Grade 20 Work Experience - Required Call Center, Customer Service, Healthcare Work Experience - Preferred Education - Required GED, High School Education - Preferred Associate, Bachelor's License and Certifications - Required License and Certifications - Preferred Salary Range Salary Minimum: $41,505 Salary Maximum: $62,255 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. 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