Customer Experience Specialist

Medica

18h • Remote

About The Position

Medica is a nonprofit health plan with more than a million members that serves
communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver
personalized health care experiences and partner closely with providers to
ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven
decisions, embraces continuous learning, and celebrates collaboration — because
success is a team sport. It's our mission to be there in the moments that matter
most for our members and employees. Join us in creating a community of connected
care, where coordinated, quality service is the norm and every member feels
valued.

The Customer Experience Specialist is a senior-level service professional
responsible for managing the most complex, sensitive, and high-stakes customer
interactions. This role serves as the primary contact for VIP members and
escalated cases from executives, regulatory bodies, and business partners. With
a focus on delivering white-glove service, the Specialist ensures a seamless and
empathetic experience while coordinating across internal departments to resolve
systemic issues. This position operates with minimal supervision and has a
significant impact on team objectives and customer satisfaction. Perform other
duties as assigned.

The successful candidate will demonstrate a high level of professionalism,
discretion, and ownership in every interaction. They will be empathetic
communicators with a strong ability to navigate complex situations and advocate
for customers while upholding organizational standards. The ideal candidate
thrives in a fast-paced, regulated environment and is committed to delivering
exceptional service.

Requirements

• Strong interpersonal and written communication skills, with emphasis on empathy and professionalism
• Proven ability to handle confidential or sensitive information with discretion
• High attention to detail, follow-through, and organizational skills
• Experience with telephony and CRM systems (e.g., Five9, Avaya, Salesforce)
• Proficiency in Microsoft Office tools
• Ability to work independently and make moderate decisions to meet objectives
• Comfortable working in a hybrid, remote, or in-office environment
• High-volume outbound calling experience (55+ calls per day)
• High school diploma or equivalent
• Minimum of 3 years of related work experience

Nice To Haves

• Pharmacy experience with a solid understanding of core pharmacy functions and workflows
• Bachelor’s degree or equivalent combination of education and experience
• 3+ years in customer service, case management, or escalation support—preferably in healthcare, insurance, or other regulated industries
• Complete working knowledge and proficiency in administrative functions

Benefits

• Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED