Customer Service Support Specialist Internal Applicants Only

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
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.


Pay Range
$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.

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:

• 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.

Primary Functions:

• 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 procedures.
• Support customers across different platforms; phone email chat or social media and ability to trouble shoot multiple devices (desktop pc tablet phones browsers hardware OS)
• Resolve issues efficiently from start to finish set appropriate expectations and follow through; and/or escalate support tickets to leadership when escalation is required.
• Analyzing and reporting system issues and trends in a timely manner. Provide customer feedback received to leadership.
• Develop access to registrants passwords and log-in data so when questions are received a prompt answer can be provided.
• Ability to repeatedly analyze situations and communicate effectively in a fast paced environment that includes dealing with angry people.
• Exercise judgment initiative and discretion in confidential and sensitive manners.
• Consistently follow the correct process and procedure with each line of business and contact method being used.
• Maintain forms necessary for new external provider and employer users.
• Responsible for handling all requests received for Certificate of Coverage and CCC letters
• Responds to Benefit Tracker MyModa EBT and External Secure email user questions (via telephone email or correspondence).
• Monitor customer complaints on social media and reach out to provide assistance.
• Respond to email inquiries received from multiple mailboxes across all lines of business: MyModa Medical Dental Pharmacy EBT and Individual Membership Accounting within established turnaround times.
• Open and Submit service tickets for possible Benefit Tracker eBill and MyModa programming changes system issues and trending topics (following established reporting policy).
• Review update and become familiar with 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 and assist Medical Dental Pharmacy and Individual Membership administrator questions.
• Maintain detailed records of daily interactions with customers reported issues and completed solutions along with any further actions required of customer service or Moda
• Communicate clearly and effectively with end users colleagues and management to quickly resolve issues and ensure customer satisfaction.
• Other duties as assigned

Working Conditions &Contact with Others

• Office environment with extensive close PC and keyboard work constant sitting and phone work. Must be able to navigate multiple screens. Work in excess of 37.5 hours per week including evenings and occasional weekends to meet business need.
• Answer inquiries received through phone calls emails online chat social media and outbound text from subscribers members Agents Brokers Providers/Facilities Dentists Pharmacies Group Administrators and multiple internal departments.