This position is a hybrid role, with some time needed to be spent at the Maryland Heights office. Time in office varies by volume of work--some weeks may be fully remote and some weeks may require multiple in office days.
This position provides overall administration and coordination of smart phones utilized by the field operations staff. This position will have overall responsibility for administration of the smart phone program, including budget, vendor selection and relations, product review/selection as well as front line, first call resolution service to users on issues related to phone distribution, programming, and use.
Administers overall smart phone program, including determining the best vendor for service, the best product to meet program needs, projecting inventory, managing budget, assessing resource needs, reviewing phone coverage map and utilization, ordering new /replacement phones and working with Magellan purchasing to complete orders.
Develops utilization reports as requested.
Identifies trends or patterns in service issues, recommend or create resources, user guides, or recommendations for training to proactively address trends. Continually review program-specific resource material to ensure updates are made and obsolete material is removed.
Manages transfer, set up, and distribution of phones to counselors rotating in/out of remote location assignments, assuring new counselor`s phone has been wiped clean and reset and has applications re-loaded to assure accurate data entry, time reporting, and access to e-mail.
Activates and encrypts the devices, load MFLC-specific applications, test to ensure operational, and send to the appropriate counselor.
Maintains direct access to the phone vendor technical systems, i.e. Verizon, to suspend, reprogram, and change phone numbers, move numbers from one phone to another and reset voice mail passwords.
Maintains phone inventory; maintain spreadsheet on the location and assignment of each phone and manage the transition of phones between counselors; keep and maintain physical inventory of phones and accessories assuring availability of replacement phones and accessories, i.e. batteries, etc. Replaces damaged or non-working phones, determining cause of damage and if warranty or non-warranty replacement is necessary.
Provides customer support to counselors: Actively listen and probe callers in a professional and timely manner to work toward first call resolution of phone related issues.
Uses interactions with callers to educate them on available technical and instructional resources; provide brief, technical training to callers to assist them to resolve issues on their own where possible. Assistance/direction may include assisting users with formatting and preparing MFLC-issued smart phones, establishing phone-based email, and utilizing time and activity reporting applications and programs.
Tracks status of calls, emails, and inquiries in appropriate systems.
Responds to, resolves, or forwards inquiries received through MFLC support email boxes.
All other duties as assigned.
Other Job Requirements
Responsibilities
Associate degree required.
May consider applicants with a high school diploma plus 2 years' experience in lieu of an associate degree.
Experience in managing cell phone technology and high-level skill in use of Excel and tools to manage complex systems.
Technical help desk, call center, or other related experience providing first call resolution for numerous and diverse user challenges associated with system, hardware, or software access and use, especially cell phones.
Experience managing a function or program, including budget and resources.
Customer service experience including providing technical and instructional support and problem resolution for users who are navigating through systems or applications.
General Job Information
Title
Phone Administrator - MFLC
Grade
20
Work Experience - Required
Customer Service, Procurement, Project/Program Management
Work Experience - Preferred
Education - Required
Associates
Education - Preferred
License and Certifications - Required
License and Certifications - Preferred
Salary Range
Salary Minimum:
$41,505
Salary Maximum:
$62,255
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition as well as employee unity. Magellan is a place where you can thrive.
Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
Magellan is committed to meeting applicable Federal labor and employment law posting requirements by providing necessary posters in a format which is easily accessible and conspicuous to all applicants. Copies of applicable posters are accessible by clicking here (https://www.magellanhealth.com/media/760295/mg-federal-contractors-applicant-english.pdf) .
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Please know that Magellan Health does not interview any candidate through email, nor do we issue checks to candidates to set up home offices. All of our available positions are posted on legitimate job boards and our recruitment team directly contacts candidates should there be a fit.
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