Job Information
Moda Health CS Tech Support Specialist I in United States
CS Tech Support Specialist I
Job Title
CS Tech Support Specialist I
Duration
Open until filled
Description
Let’s do great things, together!
About ModaFounded in Oregon in 1955, Moda is proud to be a company of real people committed to quality. Today, like then, we’re focused on building a better future for healthcare. That starts by offering outstanding coverage to our members, compassionate support to our community and comprehensive benefits to our employees. It keeps going by connecting with neighbors to create healthy spaces and places, together. Moda values diversity and inclusion in our workplace. We aim to demonstrate our commitment to diversity through all our business practices and invite applications from candidates that share our commitment to this diversity. Our diverse experiences and perspectives help us become a stronger organization. Let’s be better together.
Position SummaryThe CS Tech Support Specialist I position provides Customer Service and Technical Support to internal and external clients through multiple contact channels for Medical, Dental, Pharmacy, Individual Membership Account, MyModa, Benefit Tracker Administration and Maintenance. Administers Moda online Customer Service programs, including program application procedures, internet security protocol for external users and records maintenance. Shares administration of MyModa, eBill and Benefit Tracker functionality. The primary role of this position is to provide professional, prompt, and accurate technical support to all Internal and External Customers.Pay Range$20.88- $26.10 hourly (depending on experience)
Please fill out an application on our company page, linked below, to be considered for this position.
https://j.brt.mv/jb.do?reqGK=27733057&refresh=true
Benefits:
Medical, Dental, Vision, Pharmacy, Life, & Disability
401K- Matching
FSA
Employee Assistance Program
PTO and Company Paid Holidays
Required Skills, Experience & Education:
High school diploma or equivalent.
6-12 months experience meeting performance requirements as a Customer Service Rep Level II, or equivalent work experience.
10 key proficiency of 135 spm net on a computer numeric keypad.
Typing ability of 25 wpm net.
Computer proficiency with multiple systems, browsers, and software (Microsoft Office applications, Facets, Content Manager, Excel, EBT, online chat).
Prior experience or basic understanding of claims processing, membership accounting, medical/dental/pharmacy plan benefits and/or other related experience handling Customer Service escalations, Technical Support or Online Chat.
Strong time management, planning, organization, and task prioritization skills.
Ability to anticipate, identify, analyze, and resolve conflict and problems in a rapidly changing, high-pressure environment. Well-developed verbal and written communication skills
Well-developed active listening skills that can be applied professionally with clients on the phone, in person, through email, social media, or online chat.
Strong analytical, critical thinking, problem-solving, and decision-making skills.
Maintain confidentiality and project professional business presence and appearance.
Ability to comply with company rules and policies and maintain attendance above company standards.
Able to embrace process improvements and works well in a collaborative, fast-paced, team-oriented environment.
Demonstrated ability to handle difficult calls and benefit issues with little assistance and provide accurate information in a fast-paced environment.
Demonstrated outstanding attention to detail, ownership, and follow-through.
Has a record of achieving individual and team metrics.
Has empathy and compassion for working with senior, disabled and low income populations.
Ability to work extra hours and participate in overtime as needed.
Ability to work with multiple Pharmacy, Dental and Medical (Individual, Specialized, Medical Intake, EOCCO) applications and contacts types at the same time.
Primary Functions:
Responsible for interpreting needs/concerns, determining best course of action, troubleshoot, and identify system issues and solutions. Guide users through features and functionalities.
Respond to customer queries in a timely and accurate way, via phone, email, chat or social media
Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures.
Support customers across different platforms; phone, email, chat or social media and ability to trouble shoot multiple devices (desktop pc, tablet, phones, browsers, hardware, OS)
Resolve issues efficiently from start to finish, set appropriate expectations and follow through; and/or escalate support tickets to leadership when escalation is required.
Analyzing and reporting system issues and trends in a timely manner. Forward customer feedback received to leadership.
Develop access to registrants’ passwords and log-in data so when questions are received a prompt answer can be provided.
Consistently analyze situations and communicate effectively with agitated and difficult clients in a fast-paced work environment.
Exercise judgment, initiative, and discretion in confidential and sensitive manners.
Consistently follow the correct process and procedure with each line of business and contact method being used.
Maintain forms necessary for new external provider and employer users.
Responsible for handling all requests received for Certificate of Coverage and CCC letters.
Responds to Benefit Tracker, MyModa, EBT and External Secure email user questions (via telephone, email, or correspondence).
Monitor customer complaints on social media and reach out to provide assistance.
Respond to email inquiries received from multiple mailboxes across all lines of business: MyModa, Medical, Dental, Pharmacy, EBT and Individual Membership Accounting, within established turnaround times.
Open and Submit service tickets for possible Benefit Tracker, eBill and MyModa programming changes, system issues and trending topics (following established reporting policy).
Review, update and become familiar with new and revised benefit information or claim processing procedures.
Contact providers, group administrators and agents when necessary to answer questions and obtain or provide information.
Support and assist Medical, Dental, Pharmacy and Individual Membership administrator questions.
Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of customer service or Moda
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
O ther duties as assigned.
Working Conditions & Contact with Others
Office environment with extensive close PC and keyboard work, constant sitting, and phone work. Must be able to navigate multiple screens. Work in excess of 37.5 hours per week, including evenings and occasional weekends, to meet business need.
Answer inquiries received through phone calls, emails, online chat, social media and outbound text from subscribers, members, Agents, Brokers, Providers/Facilities, Dentists, Pharmacies, Group Administrators and multiple internal departments.
Together, we can be more. We can be better. Moda Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual orientation, national origin, marital status, disability, veteran status or any other status protected by law. This is applicable to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation, and training. For more information regarding accommodations please direct your questions to Kristy Nehler and Daniel McGinnis via our humanresources@modahealth.com email.