Customer Service Representative I

Colorado Access • Denver, CO

1d • $51,600 - $53,500 • Hybrid

About The Position

Colorado Access is seeking a Customer Service Representative I to support its mission of helping communities access quality, affordable care. The role provides customer-focused service to members, including answering inquiries, researching and resolving issues, explaining benefits and coverage, and documenting interactions in required systems. The position works in a hybrid environment and serves members in Colorado. Spanish/English bilingual ability is highly preferred.

Requirements

• High school diploma or equivalent.
• At least 2 years of customer service experience.
• Ability to work in a call center environment and handle inquiries professionally.
• Ability to identify and appropriately handle grievances and appeals and facilitate quality outcomes or resolutions for applicable parties.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and SharePoint, and ability to work with a variety of project management tools.
• Ability to manage multiple priorities and projects with tight deadlines when required.
• Support for the company's mission, vision, and values.

Nice To Haves

• Experience in medical insurance and Medicare and Medicaid eligibility and enrollment.
• Bilingual Spanish/English ability.

Responsibilities

• Answer incoming calls professionally and courteously, maintaining availability during scheduled shifts.
• Research, resolve, and accurately document customer inquiries, concerns, and issues.
• Provide clear and accurate information about benefits, coverage, policies, claims, and general inquiries.
• Use policies, procedures, training materials, handouts, databases, and multiple systems to complete daily work.
• Document interactions thoroughly in the E-Plus system or other required systems.
• Make outbound follow-up calls regarding benefits information, claims clarification, and other customer needs as assigned.
• Respond professionally and in a HIPAA-compliant manner to Customer Service inbox emails when assigned.
• Assist members with basic policy updates, including contact information changes, and general account questions.
• Provide general guidance on filing claims and required documentation.
• Follow assigned daily break and lunch schedules.
• Maintain regular attendance and punctuality.
• Meet or exceed performance, quality, and customer service standards set by department leadership.

Benefits

• Paid time off, floating holidays, and nine company-paid holidays.
• Hybrid work environment.
• Employee Assistance Program.
• 401(k) retirement plan.
• Tuition reimbursement, subject to eligibility.
• Leadership training, promotion opportunities, performance evaluations, and employee recognition.
• Language pay stipend.
• Medical, dental, and vision insurance beginning the first day of the month following the start date.
• Supplemental critical illness and accidental injury insurance.
• Health care and dependent care flexible spending account options.
• Employer-paid basic life insurance and AD&D coverage for the employee, spouse, and dependents.
• Short-term and long-term disability coverage.
• Voluntary life insurance for the employee, spouse, and dependents.
• Annual bonus program, subject to eligibility, requirements, and performance.

What This Job Offers

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