Lead CS Tech Support

Lets 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 were 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. Lets 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 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 - $31.54hourly 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.

Dental Vision Pharmacy Life & Disability

Required Skills Experience & Education:

1. High School Diploma or equivalent
2. Two years of Technical Support or Customer Service experience preferably in healthcare industry.
3. Strong verbal writing interpersonal and communication skills with the ability to operate across multiple departments.
4. 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.
5. 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.
6. 10 key proficiency of 115 wpm on a computer numeric keypad
7. Type a minimum of 35 wpm net on keyboard
8. 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.
9. 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.
10. Flexible and adaptable to meeting the evolving needs of growth and fast paced organization including working across time zones and locations
11. 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.
12. 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.
13. Ability to communicate positively patiently and courteously; including open and effective communication with Management and Leadership teams
14. Proficient in Microsoft Excel Word and Moda operating
15. Ability to backup supervisor answer questions assist with training and complete reports.
16. 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.
17. Knowledge of multiple customer service departments including Medical Pharmacy Dental Technical Support BHS Government Programs Performance Guarantees OHP and EOCCO.

Primary Functions:

1. 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.
2. Assist in the hiring process and employee disciplinary process.
3. Assists in planning organizing and directing activities and workflow of the department.
4. Exercise judgment initiative and discretion in confidential and sensitive manners.
5. 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
6. Answer questions provide solutions and assist with providing professional and effective feedback and resolution.
7. Organize and lead team meetings as well as Customer Service Leadership and Department specific meetings.
8. Identify create and update new Policies and Procedures for Support team and customer service.
9. Distribute monitor and track daily/weekly/monthly inventory audits performance and special projects.
10. Repeatedly analyze situations and communicate effectively in a fast paced environment.
11. Resolve and record complaints appeals error reports and inquiries with the ability to address items with agents Customer Service leadership and IT.
12. Act as a resource to supervisors of all lines of Customer Service as well as other departments regarding technical support and system administrators questions and Moda Policies and Procedures for Customer Service Support.
13. Monitor and maintain staffing needs for all support needs (phones emails chats).
14. Help auditing lead with Post Call and Chat Survey spreadsheets and assignment. Review unfavorable responses and provide summary to MCS Management for resolution.
15. Provide Quarterly reporting via Business Object reports and data compilation.
16. Maintain and update all team spreadsheets training manuals and resources.
17. Reviews analyzes and develop process improvement ideas to ensure departmental processes are efficient.
18. Assist in development implementation and testing policies and procedures for new business needs related to auditing technical support and customer service.
19. Works with established leadership teams throughout Moda to obtain and verify correct resources and escalated urgent items.
20. Perform other duties as assigned.

Working Conditions & Contact with Others:

• Office environment with extensive close PC and keyboard use constant sitting and frequent phone communication. Must be able to navigate multiple computer screens. A reliable high-speed hard-wired internet connection required to support remote or hybrid work. Must be comfortable being on camera for virtual training and meetings. Work in excess of standard workweek including evenings and occasional weekends to meet business need.
• Internally with Claims Sales Marketing Membership Accounting IT Medical Professional Relations. Externally with members providers group administrators policyholders and agents. May serve on committees and work with Managers Directors and upper management on special projects as requested address policyholder calls demonstrations etc.

Together we can be more. We can be better.


Moda Health seeks to allow equal employment opportunities for all qualified persons without regard to race religion color age sex sexual orientation national origin marital status disability veteran status or any other status protected by law. This is applicable to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absences compensation and training.

For more information regarding accommodations please direct your questions to Kristy Nehler & Danielle Baker via email.

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