Helpdesk Support Specialist

TEKsystems•East Lansing, MI

10d•$17 - $17•Remote

About The Position

The Helpdesk Support Specialist answers inbound calls and provides education, enrollment, and helpline services for the State of Michigan. The role processes enrollment forms, documents calls in State or project systems, and reports system issues, concerns, or discrepancies. Applicants must be Michigan residents. This is a fully remote contract-to-hire position based out of East Lansing, Michigan.

Requirements

Must be a Michigan resident.
At least 6 months of customer service experience; experience may be in a call center, retail, banking, face-to-face, or phone-based customer service.
Comfort working on a computer and ability to use dual monitors.
Typing speed of 25 words per minute on a typing test.
Strong verbal and written communication skills.
Clear, articulate speech for phone-based work.

Nice To Haves

Benefit enrollment experience.
Experience with Champs, CRM, or MAXeb.
Experience handling high-volume calls.
Bilingual ability.

Responsibilities

Respond to enrollment, eligibility, and helpline questions; send information by mail; refer callers or concerns to the appropriate department; and document calls in the appropriate systems.
Educate beneficiaries about managed care and other DCH programs.
Verify enrollment and case information in CRM, Champs, and MAXeb, and keep current knowledge of plans and providers available to beneficiaries.
Assist beneficiaries with enrolling in or disenrolling from plans and selecting a Primary Care Provider; enter enrollments into the appropriate system and answer questions about completing applications.
Review enrollment forms for accuracy and completeness.
Assist beneficiaries with attestations and exemption forms in compliance with MDHHS requirements, and send necessary letters.
Maintain updated knowledge of the project.
Assist with on-the-job training for employees as needed.
Raise issues or problems with the Lead Client Service Representative, Supervisor, or Call Center Manager.
Meet the standards established for the position in the performance criteria.
Perform other duties as assigned by management.

Benefits

Medical insurance, if eligible.
Dental insurance, if eligible.
Vision insurance, if eligible.
Critical illness, accident, and hospital coverage, if eligible.
401(k) retirement plan with pre-tax and Roth post-tax contribution options, if eligible.
Voluntary life and AD&D insurance for the employee and dependents, if eligible.
Short- and long-term disability coverage, if eligible.
Health Spending Account (HSA), if eligible.
Transportation benefits, if eligible.
Employee Assistance Program, if eligible.
Time off or leave, which may include PTO, vacation, or sick leave, if eligible.