Essential Duties and Responsibilities:
* Respond effectively to all forms of inbound and outbound contacts, provide callers with informed and objective responses to complex concerns in regard to eligibility guidelines and policies, application status, and escalate concerns as they occur, refer callers to the appropriate supervisor.
* Handle situations which may require adaptation of response or extensive research according to customer response.
* Process provider applications and relevant documentation accompanying the application in accordance with production and quality goals and standards.
* Enter information across multiple systems, including the States Provider Database Management Systems accurately.
* Contact providers to obtain missing or incomplete information from the provider application.
* May respond to email inquiries. Customer service is the primary function.
* Research, verify, and document information pertaining to the provider by accessing applicable government agency systems as part of the provider enrollment process.
* Complete research of beneficiary contact history and report findings to management.
* Accept, adopt and stay abreast to new/changing policies and procedures concerning state programs and integrate it with resource materials to answer client concerns.
* Maintain up to date knowledge of the program including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client.
* Maintain knowledge of contract compliance provisions.
* Escalate unresolved customer grievances to designated supervisor for further investigation
* Communicate with supervisor regarding any potential needs or concerns
* Participate in special projects, as assigned.
* Provide backup to any staff in need, as assigned by supervisor.
* Identify issues and/or problems affecting the team and promptly report to management.
* Provide performance feedback to management team regarding team members.
* Recommend procedural or process changes to improve accuracy and/or efficiency.
* Participate in the development and delivery of training, as necessary.
* Perform other duties as may be assigned by management.
Minimum Requirements:
* High School diploma or equivalent with 1-3 years of experience.
* Background in health care, human services, or call center customer service
* Experience in data entry and telephone skills; experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner
* Excellent organizational, interpersonal, written, and verbal communication skills
* Ability to perform comfortably in a fast-paced, deadline-oriented work environment
* Ability to successfully execute many complex tasks simultaneously
* Ability to work as a team member, as well as independently.
* Ability to maintain confidentiality and security of all information.
* Ability to comply with current and updated policies and procedures.
* Ability to interact courteously and effectively with a diverse population.
* Proficient in the use of Microsoft Office products
* Other combinations of education and experience will be considered
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