Palmetto GBA Customer Advocate 1 - Kentucky

Peckham, Inc.

2d•$19•Remote

About The Position

Peckham is a nonprofit vocational rehabilitation organization. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs. If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities. Peckham Inc. - Palmetto Customer Service Advocate - Kentucky Position Summary: Under close supervision, as a Peckham, Inc. Customer Service Advocate, the Tier 1 Customer Service Representative accepts and responds to phone inquiries from Medicare and Medicaid providers.

Requirements

High School Diploma or equivalent
Have a qualifying disability
English language proficiency; both written and verbal
U.S. Citizen
No criminal misdemeanor or felony record
A neat/quiet room/home office space designated for remote work that meets requirements.
A High-Speed Internet connection that meets minimum technical requirements.
Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
Ability to control the pace and flow of the inquiry/request and manage call time effectively
Ability to follow protocol and apply sensitivity and discretion in handling confidential information
Ability to gather information to determine customers’ needs; apply problem solving skills and resolve the inquiry/request effectively
Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
Ability to respond to inquiries in English; both written and verbal
Ability to take direction within a team setting and complete team related work promptly
Fluent in English
Customer service orientation
Problem analysis and problem-solving
Ability to work independently and as part of a team
Adaptability
Planning and organization
Attention to detail
Stress tolerance

Responsibilities

Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
Accurately documents inquiries.
Initiates or processes adjustments or performs other research as needed to resolve inquiries.
Coordinates with other departments to resolve problems.
Responds to, researches and/or assists with priority inquiries and special projects as required by management.
Provides feedback to management regarding customer problems, questions and needs.
Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management.
Follows through on complaints until resolved or reports to management as needed.
Maintains basic knowledge of quality work instructions and company policies.
Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
Maintains all departmental productivity, quality, and timeliness standards.
Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.
Respond to telephone inquiries within the set departmental staffing and time parameters.
Adhere to the Privacy Act as it relates to the confidentiality of information released.
Continually look for and suggest process improvements, which will benefit Peckham and our customers (internal and external).
Maintain up-to-date knowledge of CMS regulations and policies as they apply.
Utilize databases and written materials to look up and provide information to telephone inquiries.
Maintain appropriate documentation of phone inquiries.
Assist with the delivery of internal employee training for new and temporary employees as requested.
Follow protocol and apply sensitivity and discretion in handling confidential information
Must be sensitive to cultural diversity and able to work with people from various backgrounds.
May be required to work Peckham scheduled holidays.
Overtime may be required.
Other duties as assigned.