• Respond to inquiries via chat and email in clear, professional English • Resolve common issues (login, permissions, configuration, product usage) • Follow troubleshooting playbooks and internal workflows • Accurately categorise, prioritise, and document tickets • Use macros/templates consistently • Identify and escalate issues to L2 when required • Partner with Q&A to validate reproducibility and impact • Submit high-quality bug reports (clear summary, reproduction steps, logs, business impact)

Your career as a Customer Support Advisor (phone) at Booksy will give you the opportunity to be our customers' reliable partner, offering them support and ensuring a smooth, exceptional experience with our platform. Working as part of a team that values human connection, you'll be the voice of Booksy for our US-based business customers. Your focus will be on delivering top-quality service that goes beyond simple resolution, empowering beauty, health, and wellness professionals to succeed. The people you’ll enjoy working with and the areas where you’ll make an impact: - You'll provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app. - You'll handle email inquiries and effectively multi-task to manage a large volume of calls. - You'll resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via our CRM (Salesforce). - You'll maintain a positive, empathetic, and professional attitude toward customers at all times. - You'll report critical issues to the technical support team and provide timely, valuable feedback to the company regarding service, bug, or provider concerns. - You'll continuously improve your understanding of the app and enhance your customer service skills. - You'll work respectfully with peers, other teams, and departments, maintaining a positive attitude at all times.

• Respond to customer inquiries via phone, email, and chat in a timely, efficient and professional manner. • Troubleshoot customer issues, identify root causes, and provide effective solutions. • Guide customers on product usage, features, and best practices to enhance their experience. • Effectively communicate the value proposition of the program to customers considering cancellation, offering targeted promotions when necessary to reinforce its benefits. • Escalate complex issues to Team Leads when necessary. • Account retention through inbound and outbound channels. • Document customer interactions and maintain accurate, up-to date records in Kustomer. • Contribute to the knowledge base by sharing valuable insights and helpful feedback. • Stay up-to-date on product updates, company policies, and department needs. • Identify opportunities to improve customer experience and service delivery. • Collaborate with other departments to ensure seamless customer support. • Maintain a positive and professional attitude even in challenging situations ensuring trust and value for our members.

Work Schedule: Monday-Friday 11:30 AM – 8:00 PM Mountain Standard Time (MST) Assists in the physician advisor process for cases sent for peer-to-peer review. Supports the scheduling of reviews, communicating the results and completing the required verbal and written correspondence. Provides non-clinical support to workflows involving utilization management. Performs outreach contact to providers and written notification to providers and members for initial determinations. Consults with internal departments to ensure cases meet guidelines. Researches cases referred to peer review and contacts the facility to schedule a physician-to-physician review. Documents task completion in applicable internal systems. Maintains the integrity of the company relationship with stakeholders by researching and responding to provider needs. Identifies risk situations and escalates to supervisor as appropriate. Achieves and maintains department and individual performance standards. Prepares administrative, approval and clinical denial letters as assigned. Reviews completed denial letters to ensure accuracy, template use and within the appropriate grade level. Troubleshoots issues noted on letters by coordinating with team members and physicians to ensure clear and accurate letters. Completes data validation for data entry on letters (address, dates, and other fields as applicable). Assumes responsibility for self-development, career progression and ongoing training to ensure accuracy of work. Assists in the mentoring and training of new UM Support Specialists. Coordinates and manages distribution of correspondence and materials to enrollees and providers. Participates in operational activities, including data collection, tracking, and analysis. The job duties listed above are representative and not intended to be all-inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description. Other Job Requirements Responsibilities Understands health plan benefit structures. Familiarity with psychiatric/medical terminology. Strong verbal and written communications skills. Possesses initiative and interpersonal effectiveness Is personally accountable and adaptable. Is effective at building strong interpersonal work relationships. General Job Information Title Utilization Management Support Specialist I Grade 19 Work Experience - Required Healthcare Work Experience - Preferred Education - Required Education - Preferred Associate License and Certifications - Required License and Certifications - Preferred Salary Range Salary Minimum: $37,725 Salary Maximum: $56,595 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.