CSR1-CallCenter

Position Title: CSR-Call Center

Location: Remote (426 INDUSTRIAL AVE, SUITE 151, WILLISTON, VT USA 05495)

Hours of Operation: Between 7 am to 7 pm (Monday - Friday)

Essential Duties and Responsibilities:

• Answer incoming calls from consumers, including the general public, prospective enrollees, and individuals assisting enrollees or acting on their behalf, in accordance with all performance standards, policies, procedures, and protocols, including but not limited to confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to established guidelines.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfilment of caller requests for materials via mail, email, or download.
• Transfer/refer consumers to appropriate entities according to 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 trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements:

• High school diploma or GED required and 0-2 years of relevant professional experience, or equivalent combination of education and experience.
• Answer incoming calls from consumers, including the general public, prospective enrollees, and individuals assisting enrollees or acting on their behalf, in accordance with all performance standards, policies, procedures, and protocols, including but not limited to confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems.
• Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children.
• Complete associated tasks according to established guidelines.
• Track and document all inquiries using the applicable systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfilment of caller requests for materials via mail, email, or download.
• Transfer/refer consumers to appropriate entities according to 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's as requested and maintain up-to-date knowledge of all programs and systems.