Customer Support

• Create route plans using work order data and route analysis software
• Communicate routes within assigned territories to service personnel
• Summarize and review plans daily with the Service Planning Supervisor
• Create daily summary reports and provide them to the supervisor
• Adjust territory plans to create effective and efficient daily and weekly tactical route plans for assigned branch locations
• Analyze plans, resource availability, and territory data
• Maintain geographic codes, addresses, and customer information
• Report daily metrics to the Service Planning Supervisor and Branch Managers/Technicians
• Perform other duties as assigned
• Collaborate with planning and scheduling leaders, branch and service managers, technicians, contact center colleagues, North America managers and colleagues, and key customers

Planning Specialist, Customer Experience

• Support members and providers by facilitating care and service
• Assist Magellan members, providers, and clients regarding programs, policies, and procedures
• Handle incoming and outgoing calls related to healthcare benefits
• Administer intake documentation into appropriate systems
• Resolve callers' needs on the first call while meeting quality standards
• Research and communicate medical information about claims, eligibility, benefits, EAP services, claim status, and authorizations
• Identify and respond to crisis calls with appropriate resources
• Facilitate routine referrals and triage decisions not requiring clinical judgment
• Assemble and enter patient information into the appropriate delivery system
• Navigate Magellan systems and document customer comments and information
• Meet key performance indicators, service standards, and monthly call center metrics
• Support team members and participate in high-performance team activities
• Participate in training, self-development, career progression, and operational updates
• Identify operational problems or inefficiencies and support continuous improvement
• Lead or participate in activities improving Care Center performance, quality, and culture
• Read and retain information from multiple resources to address calls accurately

Customer Experience Associate

• Support members and providers by facilitating care and service
• Assist members, providers, and clients with programs, policies, and procedures
• Handle incoming and outgoing calls related to healthcare benefits
• Administer intake documentation in appropriate systems
• Resolve callers’ needs on the first call while meeting quality standards
• Research and communicate medical information about services, claims, eligibility, benefits, EAP services, claim status, and authorizations
• Identify and respond to crisis calls with appropriate resources
• Facilitate routine referrals and triage decisions not requiring clinical judgment
• Assemble and enter patient information into appropriate delivery systems
• Navigate systems and document and forward customer information
• Meet service standards and monthly call center metrics
• Support team members and participate in high-performance team activities
• Participate in ongoing training and stay current on operational changes
• Identify and report operational problems and inefficiencies
• Lead or participate in activities improving Care Center performance, quality, and culture
• Read and retain information from multiple resources to address calls accurately