Customer Service Representative

Rancho Cordova, CA 95670

Post Date: 06/14/2018 Job ID: 3077077 Industry: Customer Service Representative
EDUCATION/EXPERIENCE: High School diploma, GED, or equivalent certification; one years of experience in the field or related area; computer literacy with the ability to quickly learn new software programs; demonstrated ability to follow procedures and meet quality and production standards set for the position or equivalent; excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; ability to work as a team member, as well as independently; and computer literacy with the ability to quickly learn new software programs. Preferred qualifications include experience in a health or human services field dealing with the public in a call center environment; and bilingual fluency in English and one of these commonly spoken languages: Spanish, Mandarin, Cantonese, Cambodian, Korean, Arabic, Russian, Farsi, Vietnamese, Tagalong, Hmong, Armenian, Thai, Japanese, Hindi, or Punjabi.JOB RESPONSIBILITIES: 1. Responds to inbound 800-line calls and completes outbound support calls, provides responses to questions, and in specific instances, refers callers to the appropriate supervisor, county or state agency representatives for service and/or when problems or concerns occur.2. Assists beneficiaries by completing enrollment transaction request transactions, as applicable.3. Maintains updated knowledge of the HCO program, including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project and/or client and as referenced in desk procedures for the position.4. Maintains knowledge of contract compliance provisions of the project and meets those provisions that are applicable to this job position.5. Follows policies and procedures applicable to the position.6. Maintains updated knowledge of managed care plans that are available to beneficiaries in their service area.7. Assists beneficiaries in enrolling/disenrolling in managed care plans.8. Assists beneficiaries with medical exemptions and waiver inquiries.9. Provides beneficiaries with status of enrollment/disenrollment, medical exemptions, and waivers.10. Meets Production and Quality Assurance goals as defined for this position.11. Meets all standards established for this position as outlined in the attached performance criteria.12. Performs other duties as may be assigned by management.

Michal Mercier


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