Member Service Rep Ii (Remote, 9/5 Start Date)

This is a 100% inbound customer service environment, with no cold calling or prospecting required. Medica's Customer Service Representatives are the primary contact for members to resolve service inquiries for claims, enrollment, billing, and pharmacy, as well as interpret contracts and explain benefits. They work telephonically and are responsible for exceptional levels of service satisfaction, providing quality service, and the service recovery process. The service recovery process is critical, and our Customer Service Representatives will utilize this process to assist members in complex situations.

Our customer service department offers a fast-paced and rewarding environment where you will receive 6 weeks of paid training, comprehensive benefits, and a supportive environment that fosters continual growth! Successful Customer Service Representatives build an amazing base of health plan and health claims knowledge that they leverage to be considered for career advancement opportunities throughout the Call Center and other areas of Medica's business.

This class has multiple openings and will start on Monday, September 5th, 2023. Training hours are Monday through Friday from 8:00am-4:30pm CST; after training shifts do change. Our department is open Monday-Friday 7:00am CST- 9:00pm CST, and Saturdays from 9:00am CST - 3:00pm CST.

Schedules after training vary based on business needs and may include:

• 8:30am CST - 5:00pm CST
• 11:30am CST - 8:00pm CST (shift differential incentives are offered for this later shift)
• 10:30am CST- 7:00pm CST (shift differential incentives are offered for this later shift)
• 10:00am CST- 6:30pm CST (shift differential incentives are offered for this later shift)
• 9:00am CST - 5:30pm CST
• 9:30am CST - 6:00pm CST
• 12:00pm CST - 9:00pm CST (shift differential incentives are offered for this later shift)

*Schedules may include Saturday shifts from 9:00 am - 3:00 pm based on business needs.*

Qualifications:

• Minimum requirement is HS diploma, or equivalent
• 2 years of related Customer Service experience

Skills and Abilities:

• Advanced ability to multi-task and manage time efficiently is needed
• Ability to interact with the team and support each other in dealing with customer issues
• Demonstrated ability to learn quickly and respond well to a rapidly changing industry and operational environment
• Customer Service experience in a Healthcare related setting preferred
• Excellent verbal and written communication skills
• An ability to identify process improvements, provide mentor and peer feedback, and develop knowledge of multiple products and platforms
• Able to deliver high-quality service to Medica's members

This position is a Remote role. The employee must be located in any state in which Medica is an employer and will work remotely 100% of the time.

Medica's commitment to diversity, equity and inclusion (DEI) includes unifying our workforce through learning and development, recruitment and retention. We consistently communicate the importance of DEI, celebrate achievements, and seek out community partnerships and diverse suppliers that are representative of everyone in our community. We are developing sustainable programs and investing time, talent and resources to ensure that we are living our values. We are an Equal Opportunity/Affirmative Action employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.