This is a full-time, remote CS Tech Support Specialist I role for Moda Health, based in Milwaukie, Oregon. The position provides customer service and technical support to Moda Health clients through multiple channels and administers online programs such as MyModa, eBill, and Benefit Tracker.
Responsibilities
- Interpret needs and concerns, determine the best course of action, troubleshoot, and identify system issues and solutions.
- Guide users through product features and functionalities.
- Respond to customer inquiries in a timely and accurate manner via phone, email, chat, or social media.
- Identify problems quickly, formulate solutions, and execute step-by-step troubleshooting procedures.
- Support customers across platforms and troubleshoot multiple devices including desktop PCs, tablets, phones, browsers, hardware, and operating systems.
- Resolve issues from start to finish, set appropriate expectations, and follow through.
- Escalate tickets to leadership when escalation is required.
- Analyze and report system issues and trends in a timely fashion.
- Provide customer feedback to leadership.
- Manage access to registrants’ passwords and login data to provide prompt answers when questions arise.
- Communicate effectively in a fast-paced environment, including handling difficult interactions with upset customers.
- Exercise judgment, initiative, and discretion with confidential and sensitive information.
- Adhere to established processes and procedures for each line of business and contact method.
- Maintain forms for new external providers and employer users.
- Handle all requests for Certificate of Coverage and CCC letters.
- Respond to Benefit Tracker, MyModa, EBT, and External Secure email inquiries via telephone, email, or correspondence.
- Monitor social media for customer complaints and provide proactive assistance.
- Respond to email inquiries from multiple mailboxes across all lines of business within established turnaround times.
- Open and submit service tickets for potential Benefit Tracker, eBill, and MyModa programming changes, system issues, and trending topics, following the reporting policy.
- Stay informed on 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 Medical, Dental, Pharmacy, and Individual Membership administrator inquiries.
- Maintain detailed records of daily customer interactions, issues reported, solutions provided, and any further actions required.
- Communicate clearly with end users, colleagues, and management to resolve issues and ensure customer satisfaction.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent.
- 6 to 12 months of experience as a Customer Service Representative Level II, consistently exceeding performance targets, or equivalent experience.
- 10-key proficiency of 135 spm (net) on a computer numeric keypad.
- Typing ability of 25 wpm (net).
- Computer proficiency across multiple systems and browsers, including Moda software such as Microsoft Office applications, Facets, Content Manager, Excel, EBT, and online chat, with updates.
- Prior experience or basic understanding of claims processing, membership accounting, and medical/dental/pharmacy plan benefits, or related experience handling customer service escalations, technical support, or online chat.
- Strong time management, planning, and organizational skills with the ability to prioritize and adapt to changing priorities.
- Ability to handle multiple tasks simultaneously and work well under pressure in a dynamic environment.
- Strong listening, verbal, and written communication skills; patient and professional interaction with clients via phone, email, social media, or online chat.
- Analytical and critical thinking abilities with attention to detail and sound decision-making.
- Commitment to confidentiality and professional conduct; dependable attendance above company standards.
- Willingness to embrace process improvements and work effectively in a team environment.
- Proven ability to handle difficult calls and benefit issues with minimal assistance in a fast-paced setting.
- Experience in a collaborative, fast-paced team environment; real-time problem solving and ability to prioritize by urgency and importance.
- Capability to troubleshoot issues and provide actionable tips to customers.
- Strong ownership, follow-through, and attention to detail; track record of meeting individual and team metrics.
- Excellent professional written and oral communication skills; enthusiasm for technology and ongoing learning.
- Ability to navigate multiple computer programs in a fast-paced multitasking environment.
- Empathy and sensitivity when working with senior, disabled, and low-income populations.
- Willingness to work extra hours and overtime as needed.
- Ability to manage multiple Pharmacy, Dental, and Medical applications and contact types concurrently, including exceptions for specific programs like Individual, Specialized, Medical Intake, EOCCO.
Technologies
- Microsoft Office applications
- Facets
- Content Manager
- Excel
- EBT
- MyModa
- eBill
- Benefit Tracker
Benefits
- Medical, Dental, Vision, Pharmacy, Life, and Disability coverage
- 401(k) with matching
- Flexible Spending Account (FSA)
- Employee Assistance Program
- Paid time off and company paid holidays
Working Conditions and Contacts
The role is in an office-style setting with extensive PC and keyboard work, frequent sitting, and the need to navigate multiple screens. Work may exceed 37.5 hours per week, including evenings and occasional weekends to meet business needs. The job involves answering inquiries via phone, email, online chat, and social media from subscribers, members, agents, brokers, providers and facilities, dentists, pharmacies, group administrators, and multiple internal departments.
