Job Description

CSR 1- EB

Must live in Austin and Surrounding Area

Positions provide customer service via telephone to clients regarding the education and enrollment, for Texas Medicaid Managed Care and Children's Health Insurance Program (CHIP) as well as outreach for the Texas Health Steps Program.

1.) Practices active listening in order to identify and address each caller’s concerns., Fully understands the issue and then provides appropriate resolution or appropriate direction for next steps.

2.) Provides callers with an unbiased presentation of enrollment options to assist customers with enrollment into a Medicaid Managed Care or CHIP plan, education about Texas Health Steps, transferring or referring callers to other Call Center units as needed, and escalating unresolved customer grievances to designated departments for further investigation.

3.) Answers customer questions including but not limited to items regarding available providers and enrollment processes in a prompt, courteous, and concise manner.

4.) Accesses, reads, and interprets customers and provider data elements on the various computer systems.

5.) Follows standard operating procedures to ensure consistency and accuracy and communicates with their Supervisor regarding any potential needs or concerns.

6.) Multi-tasks by simultaneously communicating with the client while researching their case and documenting the call.

7.) Continues to learn and refine program and computer navigation skills in response to updated policy and computer systems.

8.) Documents all customer encounters in clear and concise records.

9.) Meets individual performance standards, including the confidentiality and security of information.

10.) Performs other duties as may be assigned by management.

Typical Decisions / Problems Resolved: Specific decisions and/or problems resolved by incumbents performing the position

• Determines use of most appropriate resources to resolve complex or escalated client concerns.
• Interprets policies and procedures; applies during decision making process.
• Determines if case situation or action needs to be taken to escalated level for correction.

Experience Required: Experience in healthcare, human services, or customer service; Experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner.

Experience Preferred: Knowledge/experience with Texas Medicaid and managed care programs.

Abilities: Ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; and ability to work as a team member, as well as independently. Ability to regularly attend work at various shift times as assigned.

Education Required: High School diploma, GED, or equivalent certification.Skills / Knowledge Required: Proficient in use of Microsoft Office products

Essential Duties and Responsibilities:- Responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.- Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services.- Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.- Follow standard operating procedures to ensure consistency and accuracy.- Address customer inquiries and resolve problems to ensure that appropriate changes are made.- Refer unresolved customer grievances to designated departments for further investigation.- Communicate with supervisor regarding any potential needs or concerns.- Perform data entry accurately.- Perform other duties as assigned by management.

Minimum Requirements:- High School diploma or equivalent with 0 - 1 years of experience.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Remote

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