Customer Experience Associate I

Conduent•Sugarcreek, PA

2d•Remote

About The Position

Join the Conduent Customer Service Team. Come join us and grow with a team of people who will challenge and inspire you to be the best! Working for you. Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients. About the Role: 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.

Requirements

Basic understanding of a call center environment in a customer service role and quality monitoring processes.
Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers.
Ability to problem solve through analysis and ongoing feedback.
Achieve results through knowledge, empathy, and commitment.
Ability to work with people of diverse backgrounds.
High School diploma or GED
Background required.
Must reside within 1 hour driving distance from Des Moines, IA
Reliable internet access

Nice To Haves

Ability to adhere to a break and lunch schedule
Excellent typing and grammar skills
Ability to navigate a computer
Ability to understanding/utilize policy.
Excellent customer service skills.
Excellent 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.