Remote Call Center Customer Service Representative

Conduent • Sugarcreek, PA

6d • Remote

About The Position

This is a remote, full-time position supporting the Iowa Medicaid Program as a Tier 1 Member Support Representative. The role involves acting as the initial point of contact for inquiries from potential and existing Iowa Medicaid Program recipients and affiliates. You will provide one-to-one telephone support, accurately document enrollment requests and status changes, and enter information into a web-based computer system. Maintaining proficiency in program policies and providing clear, accurate information is essential. The position requires residing within the State of Iowa and within an hour of Des Moines, Iowa.

Requirements

• Basic understanding of a call center (high volume calls) environment in a customer service role and quality monitoring processes.
• Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers from diverse backgrounds.
• Ability to problem solve through analysis and ongoing feedback.
• Achieve results through knowledge, empathy, and commitment.
• High School diploma or GED
• Background required.
• Must reside within 1 hour driving distance from Des Moines, IA
• Reliable internet access
• Attendance must be excellent, with employees maintaining a reliable and consistent work schedule, arriving on time for all scheduled shifts, and minimizing unplanned absences.

Nice To Haves

• Ability to adhere to a break and lunch schedule
• Excellent typing and grammar skills
• Ability to navigate a computer, understanding/utilizing policy.
• Excellent customer service and phone etiquette skills.

Responsibilities

• Act as initial point of contact for inquiries from potential and existing Iowa Medicaid Program recipients and affiliates.
• Provide one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles.
• Accurately document enrollment requests and status changes.
• Enter application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone.
• Maintain technical and program policy proficiency in the Iowa Family Care rules/guidelines and other related program policies.
• Provide clear, complete, accurate, and objective information based on a full understanding of program requirements.
• Successfully manage 10-15 systems and 40+ calls per day.

Benefits

• Paid Training
• Health benefits, medical, dental and vision are available on 1st day of employment.
• Paid time off is accrued after 180 days (about 6 months) of employment.
• PerkSpot- Employee discount program
• Full Benefit Options
• Paid holidays
• Paid time off (PTO) or vacation and/or sick time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED