Lead CS Tech Support

Moda Health•Milwaukie, OR

1d•$28 - $32•Remote

About The Position

Let’s do great things, together! About Moda Founded 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 Summary Provide leadership and support to the Technical Support team by distributing daily work assignments and inventory, triaging, resolving and escalating incidents and ensuring team performance expectations and turnaround times are met. Responsible for tracking and evaluating the support team needs to make sure that department policies and procedures are being followed. Track monthly team calls, emails and chat for quality and create reports to address inventory, phone coverage and monitor staff adherence. In addition, the lead is responsible for training all new team members, as well as ongoing training for seasoned agents. Track and report performance and system issues related to external Moda applications and administrator responsibilities, review and distribute audit and handle appeals, answer questions from technical support, auditors as well as CS Management teams. Provide VCC administrator back up back up and assist supervisor with questions, coaching, training, reports and projects. This is a FT WFH role. Pay Range $28.04 - $31.54 hourly, DOE. Actual pay is based on qualifications. Applicants who do not exceed the minimum qualifications will only be eligible for the low end of the pay range. Please fill out an application on our company page, linked below, to be considered for this position. https://j.brt.mv/jb.do?reqGK=27775233&refresh=true

Requirements

High School Diploma or equivalent
Two years of Technical Support or Customer Service experience preferably in healthcare industry.
Strong verbal, writing, interpersonal and communication skills with the ability to operate across multiple departments.
Excellent critical thinking; strong analytical, research, technical skills and problem solving skills with demonstrated ability to handle and resolve complaints, correct errors and resolve issues in accordance with Moda policies and guidelines.
Ability to work well under pressure, make on the fly decisions, shift priorities, track/coordinate multiple projects and meet deadlines in a complex and rapidly changing environment.
10 key proficiency of 115 wpm on a computer numeric keypad
Type a minimum of 35 wpm net on keyboard
Ability to be the unit expert on all online resources (Facets, Content Manager, Business Objects, Benefit Tracker, VCC) and multitask between multiple contact channels: chat, email, social media, customer surveys and phone.
Ability to instruct, motivate, direct individuals at various skill levels over the phone, face to face and in the classroom settings. With the understanding of different communication styles and ability to coach on Customer Service Etiquette and Best Practices between chat, email and phone calls.
Flexible and adaptable to meeting the evolving needs of growth and fast paced organization, including working across time zones and locations
Good organizational and planning ability that allows working under pressure, handling a variety of functions and timelines while remaining up to date on changing and new information.
Knowledge and Understanding large group and individual healthcare insurance dynamics and provisions, including funding types, benefit designs, as well as Moda Health/Delta Dental benefit administration policies for all lines of business.
Ability to communicate positively, patiently and courteously; including open and effective communication with Management and Leadership teams
Proficient in Microsoft Excel, Word and Moda operating
Ability to backup supervisor, answer questions, assist with training and complete reports.
Ability to come into work on time and on a daily basis while adhering to Moda attendance policy.
Position requires open availability from 7:30 am to 5:30 pm, 7 days a week.

Nice To Haves

Knowledge of multiple customer service departments, including Medical, Pharmacy, Dental, Technical Support, BHS, Government Programs, Performance Guarantees, OHP and EOCCO.

Responsibilities

Provide back up and support supervisor including monitoring attendance and overtime, evaluating performance, training (individual and group), orientation of new hires/trainees for Customer Service, calibration meetings and one on ones with auditors.
Assist in the hiring process and employee disciplinary process.
Assists in planning, organizing and directing activities and workflow of the department.
Exercise judgment, initiative, and discretion in confidential and sensitive manners.
Must understand how and use resources for benefits, claim processing, appeals, referrals, MyModa, eBill, Benefit Tracker and all procedures related to claims, customer service and web applications with ability to communicate accurate information to team staff and all Customer Service leadership for all lines of business
Answer questions, provide solutions and assist with providing professional and effective feedback and resolution.
Organize and lead team meetings, as well as Customer Service Leadership and Department specific meetings.
Identify, create and update new Policies and Procedures for Support team and customer service.
Distribute, monitor and track daily/weekly/monthly inventory, audits, performance and special projects.
Repeatedly analyze situations and communicate effectively in a fast paced environment.
Resolve and record complaints, appeals, error reports and inquiries with the ability to address items with agents, Customer Service leadership and IT.
Act as a resource to supervisors of all lines of Customer Service as well as other departments regarding technical support and system administrator’s questions and Moda Policies and Procedures for Customer Service Support.
Monitor and maintain staffing needs for all support needs (phones, emails, chats).
Help auditing lead with Post Call and Chat Survey spreadsheets and assignment.
Review unfavorable responses and provide summary to MCS Management for resolution.
Provide Quarterly reporting via Business Object reports and data compilation.
Maintain and update all team spreadsheets, training manuals and resources.
Reviews, analyzes and develop process improvement ideas to ensure departmental processes are efficient.
Assist in development, implementation and testing policies and procedures for new business needs related to auditing, technical support and customer service.
Works with established leadership teams throughout Moda to obtain and verify correct resources and escalated urgent items.
Perform other duties as assigned.