Customer Experience Associate
Resume:
Overview
Overview
Inactive No
View As Of 06/24/2025
Date of Last Change 04/11/2025 04:34:18.920 PM
Job Profile Name Customer Experience Associate I, Healthcare Job Code CUSTOMER EXPERIENCE ASSOCIATE I, HEALTHCARE Include Job Code in Name No
Job Profile Summary 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.
Job Description
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.).
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Meets key performance indicators and service standards while showing compassion to members and providers per Magellan’s values and mission.
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• 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.
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• 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).
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• 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.
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• 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.
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06/24/2025
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Additional Job Description
Job Title Default
Restrict to Country
Management Level 8 Non-Exempt Individual Contributor (NIC) Job Level 8.2.2 Non-Exempt Individual Contributor 3 Job Family Call_Contact Center_CS
Job Category Standard
Job Classifications 31900000 - Other Healthcare Support (O*NET) 5 - Administrative Support Workers (EEO-1 Job Categories-United States of America) Work Shift Required No
Public Job Yes
Referral Payment Plan Employee Referral Bonus
Characteristics
Difficulty to Fill
Critical Job No
Compensation
Compensation Grade 17
Compensation Grade Profile
Impacted Eligibility Rules
Business Process History
Business Process History
Business Process Effective Date Initiated On Completed On Status Qualifications
Certifications
Certification
Required Country Certification (Predefined) Certification (Not Predefined) Issuer (Not Predefined) Competencies
Competencies from Other Sources
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06/24/2025
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Required Competency Target Rating Source Source Type Yes Adaptability 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Building Collaborative Relationships 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Business Focus 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Customer Orientation 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Effective Communication 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Forward Thinking 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Fostering Innovation 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Initiative 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Interpersonal Effectiveness 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Personal Accountability 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Personal Credibility 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Yes Results Orientation 8 Non-Exempt Individual Contributor
(NIC)
Management Level
Education
Education
Required Degree Field of Study
Yes GED
Yes High School
Bachelor's
Associate
Languages
Languages
Required Language Ability Proficiency
Responsibilities
Responsibilities
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Required Responsibility
Yes
• 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 Training
Training
Required Training Training Type Description
Work Experience
Work Experience
Required Work Experience Experience Level
Yes Customer Service Less than 2 years
Call Center Less than 2 years
Healthcare Less than 2 years
Equivalence Rule
Equivalence Rule
Equivalence Rule Derived Logic
Pay
Pay Rate Type
Pay Rate Types
Country Pay Rate Type
United States of America Hourly
Job Exempt
Job Exempt
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06/24/2025
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Country / Country Region Job Exempt
United States of America No
Workers' Compensation Code
Worker's Compensation Codes
Workers' Compensation Code Country Country Region Location 8810 - Clerical Office Employees NOC (United States of America) United States of America
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