JOB SUMMARY:

The Customer Service Representative Enrollment Specialist works from home and is responsible for interacting with customers of Medical Assistance and benefits to provide information in response to inquiries about programs and services in a contact center. First day is equipment set up and the second day begins the 4-week training. This training is fast paced, in a zoom classroom environment with others in your training class. **Asking questions and communication during training is heavily encouraged!

HIGHLY IMPORTANT!   Job Requirements:**  

• Must have high school diploma/GED
• Must work ALL scheduled hours during training
• Must have private work space away from others at all times
• Must have good attendance and work all scheduled hours and follow time/call off procedures every time
• Must have high speed internet (35 MB or greater)
• Fluent in English and/or Spanish

Job Responsibilities:

 • Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services.  • Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.  • Follow standard operating procedures to ensure consistency and accuracy.  • Address customers' inquiries and resolve problems to ensure that appropriate changes are made.  • Refer unresolved customer grievances to designated departments for further investigation.  • Communicate with the supervisor regarding any potential needs or concerns.  • Assist the Call Center Supervisors and QA/Training Department on an as-needed basis.  • Perform data entry accurately.  • Perform other duties as assigned by management.  • Educates MA Consumers by providing information regarding physical and behavioral health services and service providers under the Health Choices Program to assist with voluntary choice and plan transfers. Maintains system and program knowledge of the EAP and Health Choices Program by referencing the Maximus knowledge base system.   All technological needs will be provided by the company. After successfully completing a probationary period of 180 days, we have an excellent benefits package, full insurance, and benefits on the first of the month following the end of the probation period. We also have a bonus structure for all employees

Due to the nature of the work and our contract with our client, all selected individuals must undergo the following: Background checks shall include a social security number verification, criminal history search and MedScan. The criminal search covers all cities/counties the candidate resided in over the past 7 years (based on given addresses and those developed from social security number verification), with such information limited to period of shorter duration where required by applicable state law. Where applicable, this shall include a CORI search. Searches include the National Criminal Records File, which cross reference the sexual offender registry, along with county and federal criminal records.

MedScan database search verifies that the individual is not on an excluded parties list, as maintained by the HHS/OIG and GSA.

SKILLS AND EXPERIENCE • Minimum high school diploma or GED  •  Previous experience in a Call Center and/or Customer Service role  • Computer experience working with multiple screens and apps  • Data Entry  • Clear verbal communication and phone skills  • Ability to learn and comprehend new information  • Ability to read and adhere to a client-approved script  • ability to perform comfortably in a fast-paced, goal-oriented work environment  • Comprehension of basic computer and software skills (E.g. Successfully joining a zoom call, typing on a keyboard, using email)

EDUCATION LEVEL High school graduate or equivalency certificate (GED)

WORK SHIFT Day

JOB TYPE Full-Time

HOURS PER WEEK 40.00

MAXIMUM SALARY 17.50   NUMBER OF OPENINGS 3

REMOTE WORKING REQUIREMENTS • Private Workspace • Door for Privacy, Proper Desk, and Chair • Proximity to Internet Router (within 15 ft)  • High speed internet at Maximus minimum requirements or higher • Requirements -- 20 Mbps download speed, 20 Mbps upload speed  • Conduct and provide print screen of internet speed test results as requested  • Ability to connect work computer to internet via Category 5 ethernet cable • Cannot have sole responsibility of dependent care during work hours  • Willingness and capability to engage in two-way virtual training & communication  • Trainees will be expected to actively engage in training and be visible on camera for the entire length of training

This is a remote position.

Compensation: $17.50 per hour