Customer service
with heart

You deserve a guide for your healthcare journey

If you've ever reached out to Moda Health with a question or needed help, you’ve probably seen it for yourself: Our customer service team is a community of real people who take pride in helping members navigate healthcare. We’re here to help you understand your coverage, choose a primary care provider, sort out pharmacy issues and get the most out of your benefits.

We’re not about checking boxes; we’re about providing real help so you can get real care in your healthcare journey, step by step. Because we know that healthcare can be confusing and overwhelming.

Support that goes beyond the call

When a Moda Health Customer Service team member picks up a call, they’re ready. They know it’s more than just answering questions. They’re here to listen to you, ask questions, help solve problems and stay with you through the process, so you never feel alone.

Our focus isn’t on how many calls are taken, but whether our members’ problems are resolved. That’s probably why we have a 90% customer satisfaction score.* We listen, work to understand your needs and find ways to help.

Your customer service team often reaches out to providers, pharmacies or clinics on your behalf to confirm appointments, clarify referrals or track down medication information. No matter where you are in your healthcare journey, when you reach out to the Moda Health Customer Service team, you’ll receive personal, proactive support.

Service built on empathy and understanding

Customer service team members get extensive training, including an 8- to 9-week program and workshops focused on empathy and communication skills. This training helps them guide you through even the toughest healthcare situations. There’s no script — just real conversations.

Whether it’s showing compassion for a long-term member struggling with their health or answering questions for a new member overwhelmed by options during open enrollment, we strive to make every interaction personal.

Training is ongoing. Calls are recorded and reviewed, and immediate feedback is provided — whether it’s kudos to celebrate a culture of kindness or areas of improvement to help the team keep learning. Team members can take time away from the phones to research, follow up on a case or take a break. We work hard to make sure our members feel supported by making sure our customer service team feels supported.

Moda Health is a people-first company. It’s not just what we do, it’s who we are. When you call us, you’re connecting with a team that sees beyond your member ID to the person who matters.

Meet our customer service team

*Based on data acquired from post-call customer surveys