Customer Service Representative (bilingual Spanish/English highly preferred)

Colorado Access•Aurora, CO

1d•Hybrid

About The Position

The vision of Colorado Access is to have healthy communities transformed by the care that people want at a cost we can all afford. Our mission is to partner with communities and empower people through access to quality, affordable care. Why should you consider a career with Colorado Access? We are a Colorado-based company, working to improve the health of our state. We care for individuals, families, and children who receive health care under Child Health Plan Plus (CHP+) and Health First Colorado (Colorado's Medicaid Program). Our focus is driving improvements in quality, member experience, outcomes, and cost. We are a mission-driven organization whose foundation is built by our vision, supported by our values and pillared by diversity, equity and inclusion. Find work/life balance: We offer PTO, floating holidays, nine company paid holidays, a hybrid work environment, an Employee Assistance Program and a 401K. Be a part of something bigger and make an impact: We serve the underserved and most vulnerable populations in our community through access to quality and affordable health care. No matter what you do for Colorado Access, you are impacting our community and making a difference. Sharpen your skills, learn, and grow: We support your continued development through tuition reimbursement, leadership training, promotion opportunities, performance evaluations, employee recognition, and a language pay stipend. What you will do: We are looking for a Customer Service Representative who can help shape our vision and support our mission. Here is what the position will look like. We are highly considering bilingual (Spanish/English) speaking individuals for this particular role to better serve our members needs.

Requirements

High school diploma or equivalent required.
Minimum of 2 years customer service experience, and medical insurance and Medicare and Medicaid eligibility and enrollment preferred.
Bilingual in Spanish and English is highly preferred.
Ability to work within a call center environment and answer inquiries in a professional manner.
Requires the ability to identify and appropriately handle grievances and appeals, and to facilitate quality outcomes and/or resolutions for the benefit of all applicable parties.
Demonstrates support for the company’s mission, vision and values.
Position requires strong written and verbal communication skills, proven problem-solving skills, attention to detail, organizational and time management skills and ability to handle multiple priorities.
Must have strong computer skills, ability to work with Microsoft Office products and navigate multiple databases and electronic records.
May be required to manage multiple priorities and projects with tight deadlines.
A valid driver's license and proof of current auto insurance will be required for any position requiring driving.

Nice To Haves

Bilingual in Spanish and English is highly preferred.
medical insurance and Medicare and Medicaid eligibility and enrollment preferred.

Responsibilities

Answers incoming calls, demonstrating a customer-focused philosophy for all customers including, but not limited to, providers, members, potential members, state agencies and other internal and external customers.
Researches, resolves and documents customer inquiries, concerns and issues. Provides accurate information and education for all inquiries.
Conducts outgoing calls to customers for follow-up, benefit information, member and provider retention, claims, and other inquiries as needed.
Utilizes resource materials, policies and procedures, handouts, databases, training opportunities and multiple systems to help with day to day activity.
Consistently meets or exceeds performance, quality and customer service standards as assigned by the department management team.
Provides clear and thorough documentation into our CRM tool for each call received.
This position also includes following a daily schedule for breaks and lunches.
Regular attendance and punctuality are essential functions of the job.

Benefits

PTO
floating holidays
nine company paid holidays
a hybrid work environment
an Employee Assistance Program
a 401K
Medical, dental, vision insurance that starts the first day of the month following start date.
Supplemental insurance such as critical illness and accidental injury.
Health care and dependent care flexible spending account options.
Employer-paid basic life insurance and AD&D (employee, spouse and dependent).
Short-term and long-term disability coverage.
Voluntary life insurance (employee, spouse, dependent).
Paid time off
Retirement plan
Tuition reimbursement (based on eligibility).
Annual bonus program (based on eligibility, requirements and performance).