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MCO/PCP ENROLLMENT BROKER CUSTOMER SERVICE REPRESENTATIVE

Company: Codice Tech

Date Posted: 02/28/2019
Location: Washington, D.C.
Position Description:

Benefits Offered: 401K, Dental, Life, Medical

Employment Type: Full-Time

Job Summary

This position assists customers regarding applications, program inquiries and account resolutions both in person and in a call center environment.

Duties and Responsibilities

  • Responsible for assisting enrollees in selecting the most appropriate MCO and PCP, taking into account each individuals’ needs and location
  • Answers questions and provides information and education on programs and services.
  • Responds to requests, and/or takes actions on accounts or enrollment applications.
  • Follows standard procedures to ensure consistency, accuracy, and meeting all quality assurance requirements
  • Facilitates the conversation by soliciting needed information, clarifying responses, and addressing concerns.
  • Manages customer inquiries with consistency, accuracy, and professionalism, displaying excellent customer service skills and extensive technical program knowledge.
  • Follows scripted dialogues to ensure quality and maintain high accuracy rates.
  • Regular and predictable attendance required.
  • Other duties as assigned.

Qualifications:

Job Specifications

  • Skill/Knowledge: Has substantial understanding of the job and applies knowledge and skills to complete a wider range of tasks.
  • Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Exhibits moderate program knowledge.
  • Supervision Received: Normally receives little instruction on daily work, general instructions on newly introduced assignments.

Education and Experience Requirements

  • High school diploma or equivalent.
    • Two (2) years of customer service/call center experience or equivalent.
    • Experience working with special needs populations and/or families of special needs children.
    • Experience or training in a health care related field.
    • Experience or training related to health care insurance, Medicaid, MCO/PCP selection, EPSDT services, and any other health care programs or similar programs administered in other states.
    • Experience or training in the managed care industry.
    • Experience using a personal computer and software programs and a TTY machine

    Knowledge, Skills, Abilities and Behaviors/Competencies

    • Managing Work: Effectively managing time and resources to make sure that work is finished. Identifies more critical and less critical activities and tasks. Uses time effectively
    • Decision Making: Identifying and understanding issues; comparing information to make a choice; choosing a course of action carefully and wisely; taking action. Recognize issues, problems, or opportunities, and determines whether action is needed. Identifies the need for and collects information to better understand issues, problems, and opportunities.
    • Communication: Clearly expressing information and ideas through a variety of ways; helping individuals understand and retain the message. Organizes communication by clarifying the purpose and importance. Checks for understanding when communicating.
    • Contributing to Team Success: Actively participating as a member of a team to help the team complete goals. Makes suggestions for achieving team goals. Demonstrates personal commitment to the team.
    • Work Standards: Setting high standards of performance for self and others; taking responsibility and accountability for successfully completing work. Establishes criteria and/or work procedures to achieve a high level of quality, productivity, or service. Admits mistakes and refocuses efforts when appropriate.
    • Customer Focus: Making customers and their needs a main focus. Developing and keeping valuable customer relationships. Actively seeks information to understand customers' circumstances, problems, expectations, and needs. Responds quickly to meet customer needs and resolves problems

     

    Note: THIS JOB DESCRIPTION IS NOT INTENDED TO BE AN EXHAUSTIVE LIST OF ALL DUTIES, RESPONSIBILITIES, OR QUALIFICATIONS ASSOCIATED WITH THE JOB. ULTIMATELY, THESE FACTORS ARE DETERMINED AT MANAGEMENT’S DISCRETION AND ARE SUBJECT TO CHANGE

Contact/Recruiter:

Apply At: https://www.ziprecruiter.com/job/61a85e80

www.codicetech.com



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