CSR1-Call Center

Job Title: CSR1-Call Center

Job Duration: 6+ Months (Temp to Hire)

Location: Remote for State of Luisiana

Responsibilities:

• Answer incoming calls from consumers, including the public, prospective enrollees, and individuals assisting enrollees or acting on their behalf.
• Adhere to performance standards, policies, procedures, and protocols, ensuring confidentiality and privacy policies are maintained.
• Track and document all inquiries using the applicable systems.
• Handle inquiries related to the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children.
• Complete associated tasks according to established guidelines.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer/refer consumers to appropriate entities based on established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and training sessions as requested.
• Maintain up-to-date knowledge of all programs and systems.

Additional Details:

• Agents are required to have a working camera and be on camera during training.
• Hours and duration of training: Monday-Friday 9:00 am - 5:30 pm ET - 3 weeks.
• Hours of operation post training: Nesting will follow training and will be 1-2 weeks, Monday-Friday 9:45 am - 6:15 pm ET. Project production hours are 9:00 am - 6:15 pm ET.

Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.