MagnaCare is seeking experienced Customer Service Lead Specialists to be responsible for providing support to the On-Site Customer Service Specialist as a Subject Matter Expert (SME). This role requires supporting the agents with day-to-day tasks and assisting the contact center if needed.
Primary Responsibilities
Support the daily operations of the walk-in center.
Provide timely and professional in-person support to members and providers regarding benefits, eligibility, claims, and appeals.
Handle escalated customer concerns and complaints.
Help customers with problems and questions regarding claims.
Assist with claims processing.
Answer phones and handle walk-ins.
Move between phone and front desk support as required by daily departmental needs.
Be able to lift a maximum of 25 lb.
Assist the leadership team in coordinating break and lunch schedules by providing support to the representatives with questions and escalations as needed. The team lead will serve as the initial point of escalation.
Support the manager and team in the daily management of requests and inquiries to ensure all service levels are met consistently.
Assist the contact center Customer Service team as needed by handling calls/escalations via contact center phones, email, or chat.
Demonstrate strong customer service competency, including attention to detail, subject matter expertise, and professional call-handling skills (including escalation and de-escalation).
Handle and work with with customer payments.
Clarify customer requirements by investigating and confirming understanding of requirements or problem.
Communicate effectively with individuals/teams to ensure high quality and timely expedition of customer requests.
Participate in activities designed to improve customer satisfaction and business performance.
Use decision-support tools to answer questions as needed.
Perform call center functions, including handling inbound calls and support projects as directed by the management.
Maintain broad knowledge of client requirements, procedures, and key contacts.
Essential Qualifications
Experience in a high-volume walk-in center, healthcare plan, or healthcare practice organizations is required.
Experience working in an environment that handles money and customer payments.
Previous multi-channel experience (i.e., voice, email, and chat) preferred or strong background in a high-traffic call center is preferred.
Ability to effectively communicate and de-escalate situations.
Bilingual Spanish preferred.
College degree strongly preferred.
Intermediate knowledge of Microsoft Office (Word, Excel, Outlook).
Strong investigative and time-management skills.
Courteous, with strong customer-service orientation.
Dependable, with keen attention to detail.
Salesforce experience preferred.
Ability to adapt to changes quickly and think conceptually.
Solid problem-solving skills.
At MagnaCare LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect, and increasing diversity, inclusion, and a sense of belonging at every level. Here, you’ll be encouraged to bring your authentic self to work with all your unique abilities.
For more than 30 years, MagnaCare LLC has been a trusted partner in delivering flexible, customized solutions for self-insured organizations. As a national third-party administrator (TPA), we combine proprietary technology, network expertise, and a deep understanding of labor to help our clients achieve their goals while supporting the people they serve.
Our focus on labor means we work closely with funds, Taft-Hartley Trusts, and other self-insured groups to deliver tailored solutions that go beyond the basics. From health plan administration and eligibility management to contribution accounting, we provide the tools and support organizations need to succeed. With specialized offerings such as flexible network administration, direct contracting, in-house medical and care management, and workers’ compensation programs, we create benefit plans that address unique needs with precision.
