Customer Service Representative (Public Service Representative 3) - 3 positions

State of Oregon • Salem, OR

6d • Hybrid

About The Position

This position sits within the Medicaid Division's Member Services, Client Enrollment, and Client Services Unit, serving as first-line ambassadors to Oregon health Plan. This team helps members navigate their services and provides solutions and options to support better health, better care, and lower costs for the nearly 1.4 million individuals who rely on the Oregon Health Plan (OHP)/Medicaid. The OHP Member Services call center operates Monday through Friday from 8a.m. to 5p.m. OHP members rely upon the call center staff to get information and guidance when they have a question, issue, concern or complaint. Consistent and timely attendance in this position is critical to provide high quality and responsive customer service. In alignment with OHA's values and strategic goal to eliminate health inequities in Oregon by 2030, the person in this role will demonstrate ongoing development of personal cultural awareness and humility, and knowledge of social determinants of health and their impacts on health outcomes.

Requirements

• Two years of experience in customer service.
• One year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.
• Proficient with multi-line telephone systems and quality keyboarding skills.
• Demonstrated experience and skill in explaining to the public (in person, on the telephone, or in writing) laws, rules, or policies relating to a particular program, operation, or service.
• Demonstrated experience and skill in providing timely and accurate information to participants in areas such as responding to inquiries, narrative reports, and instructional materials with limited supervision.
• Demonstrated experience and skill in communication, listening and problem-solving skills to interpret and develop the ideas and needs of participants and discern the best approach to achieve the desired outcome.
• Ability to be flexible and take direction when work priorities shift, while maintaining a positive approach to team collaboration and contribution.
• Demonstrates excellent decision-making skills and the ability to prioritize workload effectively in a fast-paced environment.

Nice To Haves

• Demonstrated experience and skill in providing excellent customer service and engaging diverse groups and individuals from a person-centered perspective.
• Preference may be given for the ability to read, write, speak and interpret English and one of the 5 most common languages in Oregon other than English (Spanish, Vietnamese, Chinese, Russian, and Korean) with full proficiency.

Responsibilities

• Serve as first-line ambassadors to Oregon Health Plan.
• Help members navigate their services.
• Provide solutions and options to support better health, better care, and lower costs.
• Get information and guidance for members when they have a question, issue, concern or complaint.
• Demonstrate ongoing development of personal cultural awareness and humility.
• Demonstrate knowledge of social determinants of health and their impacts on health outcomes.

Benefits

• Excellent, low-cost medical, vision, and dental coverage for you and your family.
• Optional benefits like life insurance, disability coverage, deferred compensation, and FSA options for health and childcare.
• Generous paid time off: 11 holidays, 3 personal days, monthly sick leave, and vacation accrual starting at 8 hours/month.
• Potential eligibility for the Public Service Loan Forgiveness Program.
• Retirement security through Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP).
• Training and development opportunities to grow your career with the State of Oregon.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed