Description:
EDUCATION/EXPERIENCE: High school diploma or GED required; Associates degree from an accredited college or university preferred; At least two (2) years of relevant experience required; Excellent organizational, communication and interpersonal skills; Strong customer service experience, preferably in a provider services environment; Computer literacy; ability to work with MS Office (Excel, Word, PowerPoint); Type 30+ wpm; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many tasks simultaneously; and ability to work as a team member, as well as independently. Bi-Lingual is a plus but not required. Call Center experience is required.
Job Responsibilities:
Reviews and screens provider enrollment applications for Nebraska Medicaid.
Researches, verifies, and documents information pertaining to providers using secure external web services and PDMS to complete screening and enrollment tasks as defined in the Project's policies, procedures, and protocols as applicable for this position.
Provides excellent customer service by managing provider calls, obtaining information and answering questions, and in specific instances, refers callers to the Operations Manager for service and/or resolution.
Communicates with providers about ongoing enrollment status in accordance with set policies and procedures.
Notifies providers regarding incorrect or missing information and documentation in the PDMS provider screening and enrollment system.
Works with Site Visit Field Staff to verify results from site visits.
Maintains updated knowledge of the Nebraska Medicaid Provider Screening and Enrollment Project including policies and procedures as referenced in the employee manual and other policies adopted by MAXIMUS corporate, the Project and Client.
Adheres to the Standard Operating Procedures for this position.
Meets and/or exceeds Production and Quality Assurance goals as defined for this position.
Meets Production and Quality Assurance goals as defined in policy for this position.
Immediately escalates any issues and/or concerns to the Operations Manager to ensure compliance to contractual requirements.
Cross-trained to provide back-up support to other Customer Service Specialists.
Other duties as assigned by management.
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