Customer Service Support Specialist - Internal

Let’s do great things, together!

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.

The CS Tech Support Specialist I position serves provides Customer Service and Technical Support to internal and external clients through multiple contact channels for Medical, Dental, Pharmacy, Individual Membership Account, MyModa, Benefit Tracker Administration and Maintenance. Administers Moda online Customer Service programs, including program application procedures, internet security protocol for external users and records maintenance. Shares administration of MyModa, eBill and Benefit Tracker functionality.

The primary role of this position is to provide professional, prompt and accurate technical support to all Internal and External Customers.

This is FT WFH role.

$21.30 - $23.96 hourly (depending on experience)
** 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.

• Medical, Dental, Vision, Pharmacy, Life, & Disability
• 401K
  - Matching
• FSA
• Employee Assistance Program
• PTO and Company Paid Holidays

• High school diploma or equivalent.
• 6-12 months experience as a Customer Service Rep Level II, consistently exceeding level of performance or equivalent work experience or equivalent work experience.
• 10 key proficiency of 135 spm net on a computer numeric keypad.
• Typing ability of 25 wpm net.
• Computer proficiency with multiple systems, browsers, Moda software (Microsoft Office applications, Facets, Content Manager, Excel, EBT, online chat) and updates.
• Prior experience or basic understanding of claims processing, membership accounting, medical/dental/pharmacy plan benefits and/or other related experience handling Customer Service escalations, Technical Support or Online Chat.
• Strong time management, planning and organization skills with ability to prioritized and manage changing priorities.
• Ability to handle multiple tasks simultaneously and adapt to change.
• Ability to work well under pressure in a complex and rapidly changing environment.
• Ability to anticipate, identify, analyze and resolve conflict and problems.
• Ability to listen and understand information verbally and in writing.
• Well-developed verbal and written communication skills with the ability to actively listen, interact professionally, patiently and courteously with clients on the phone, in person, through email, social media or online chat.
• Strong analytical and critical thinking, problem solving, decision-making skills, with attention to detail.
• Maintain confidentiality and project professional business presence and appearance.
• Ability to comply with company rules and policies and maintain attendance above company standards.
• Able to embrace process improvements and works well in a team oriented environment.
• Demonstrated ability to handle difficult calls and benefit issues with little assistance and provide accurate information in a fast paced environment.
• Experience working in a collaborative and fast-paced team environment.
• Demonstrated real time problem-solving skills and ability to prioritize multiple tasks based on urgency and importance.
• Help customers troubleshoot issues they encounter and provide actionable tips to resolve.
• Demonstrated outstanding attention to detail, ownership, and follow-through.
• Consistent record of achieving individual and team metrics.
• Excellent professional written & oral communication skills.
• Passion for technology and willingness to learn new skills.
• Ability to navigate multiple computer programs in a fast pace multi-tasking environment.
• Empathy/compassion for working with senior, disabled, low income populations.
• Ability to work extra hours and participate in overtime as needed.
• Ability to work with multiple Pharmacy, Dental and Medical (Individual, Specialized, Medical Intake, EOCCO) applications and contacts types at the same time.

• Responsible for interpreting needs/concerns, determining best course of action, troubleshoot, and identify system issues and solutions. Guide users through features and functionalities.
• Respond to customer queries in a timely and accurate way, via phone, email, chat or social media.
• Quickly identify problems, form solutions, and execute step-by-step troubleshooting…