CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

Cook County•Chicago, IL

6h•$26

About The Position

The Call Center Customer Service Representative (CSR) is responsible for call center-based education, proactive outreach, and enrollment of eligible enrollees into the financial assistance programs. Ensures that enrollees understand the financial assistance programs available i.e., charity care, Medicaid, and health insurance available through the Affordable Care Act (ACA). Utilizes knowledge of the Finance Revenue Cycle Department’s policies, procedures, and guidelines as well as Medicaid/Redetermination Process, and Managed Care to handles patient complaints and propose suitable solutions. Utilizes best practices and performs all duties in accordance with Cook County Health & Hospitals System (CCHHS) and departmental standards, policies, and procedures. This position is exempt from Career Service under the CCH Personnel Rules

Requirements

High School Diploma or GED is required (Copy of diploma/transcript is due at the time of interview).
A minimum of Two (2) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services is required.
Must be able to travel to work sites throughout Cook County is required

Nice To Haves

Associate’s degree or equivalent from college or technical school is preferred.
Three (3) years of experience associated with screening/processing of individuals seeking hospital system or Medicaid managed care plan is preferred.
Prior experience in Medicaid, managed care, or human services with customer contact by telephone is preferred.
Call Center experience in a healthcare related organization is preferred.
Bilingual in one or more of the following: English/Spanish, English/Polish, English/Mandarin or English/Arabic (May be required based on need)
Thorough knowledge of web-based application processing system, Cerner, eligibility verification system, Illinois Department of Human Services application benefits eligibility systems
Proficiency with Microsoft Office Suite
Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient population composed of diverse cultures and age groups
Strong interpersonal and team skills
Strong customer service skills
Ability to maintain confidentiality and adhere to HIPPA standards
Demonstrate strong customer service, email, and phone etiquette skills with strong response times
Demonstrate analytical and organizational, problem-solving, critical thinking, and conflict management/resolution skills
Demonstrate attention to detail, accuracy, and precision
Ability to Educate Medicaid enrollees of plan options including mandatory managed care choice process
Ability to complete annual educational requirements
Ability to prioritize, plan, and organize projects and tasks
Ability to multi-task and meet deadlines in a fast paced, high output and stressful environment
Ability to adhere to department policies and standards utilizing best practices
Ability to maintain a professional demeanor and composure when challenged
Must be able to travel to work sites throughout Cook County

Responsibilities

Educates Medicaid enrollees of plan options including information on the mandatory managed care choice process
Assists non-Medicaid individuals with application screening questions and details on how to apply for financial assistance programs
Answers questions from patients, providers and the public seeking information and assistance with redetermination process and form completion; creates a three-way call with Illinois Medicaid Redetermination Project staff to support the caller’s inquiry
Provides information and assistance for re-instating or re-applying for coverage to those who have recently lost Medicaid or cash assistance coverage due to failure to complete in a timely manner the redetermination process
Offers information on other resources or coverage for those who are not eligible for Medicaid or financial assistance programs
Verifies demographic information of applicants and members for inbound calls for the purpose of updating with the State of Illinois Department of Health Services, Third Party Administrators, and other payors as necessary
Communicates with quality assurance, patient relations, and patient advocates to support the commitment to quality customer service
Escalates complex customer inquiries or complaints to the supervisor or manager
Makes corrections to selected registration errors identified by during the quality review process
Performs other duties as assigned