Customer Experience Specialist

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

The Customer Experience Specialist is a senior-level service professional responsible for managing the most complex, sensitive, and high-stakes customer interactions. This role serves as the primary contact for VIP members and escalated cases from executives, regulatory bodies, and business partners. With a focus on delivering white-glove service, the Specialist ensures a seamless and empathetic experience while coordinating across internal departments to resolve systemic issues. This position operates with minimal supervision and has a significant impact on team objectives and customer satisfaction. Perform other duties as assigned.

Key Accountabilities

• Strong interpersonal and written communication skills, with emphasis on empathy and professionalism
• Proven ability to handle confidential or sensitive information with discretion
• High attention to detail, follow-through, and organizational skills
• Experience with telephony and CRM systems (e.g., Five9, Avaya, Salesforce)
• Proficiency in Microsoft Office tools
• Ability to work independently and make moderate decisions to meet objectives
• Comfortable working in a hybrid, remote, or in-office environment
• High-volume outbound calling experience (55+ calls per day)

The successful candidate will demonstrate a high level of professionalism, discretion, and ownership in every interaction. They will be empathetic communicators with a strong ability to navigate complex situations and advocate for customers while upholding organizational standards. The ideal candidate thrives in a fast-paced, regulated environment and is committed to delivering exceptional service.

Required Qualifications

• High school diploma or equivalent
• Minimum of 3 years of related work experience

Preferred Qualifications

• Pharmacy experience with a solid understanding of core pharmacy functions and workflows
• Bachelor’s degree or equivalent combination of education and experience
• 3+ years in customer service, case management, or escalation support—preferably in healthcare, insurance, or other regulated industries
• Complete working knowledge and proficiency in administrative functions

Skills and Abilities

• Strong interpersonal and written communication skills, with emphasis on empathy and professionalism
• Proven ability to handle confidential or sensitive information with discretion
• High attention to detail, follow-through, and organizational skills
• Experience with telephony and CRM systems (e.g., Five9, Avaya, Salesforce)
• Proficiency in Microsoft Office tools
• Ability to work independently and make moderate decisions to meet objectives
• Comfortable working in a hybrid, remote, or in-office environment

This position is a Remote role. To be eligible for consideration, candidates must have a primary home address located within any state where Medica is registered as an employer - AR, AZ, FL, GA, IA, IL, KS, KY, MI, MN, MO, ND, NE, OK, SD, TN, TX, VA, WI. 

The full salary grade for this position is $41,300 - $70,800. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $41,300 - $61,950. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees. 

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.