Customer Service Representative

Newport News, VA 23605

Posted: 09/15/2021 Employment Type: Contract Industry: Customer Service Representative Job Number: 36981 Pay Rate: 16.00

Job Description

Project Overview: The  MassHealth Project provides customer service to MassHealth (MA Medicaid Program) members and providers, processes prescriptions for transportation PT-1) benefits, manages premium billing functions, handles provider enrollment and credentialing, and provider outreach and training. For members, Customer Service Representatives (CSRs) handle basic eligibility questions, managed care enrollments and transfers, questions about benefits and covered services, and a range of other general inquiries. 

Pay Rates: $12.00 / $12.50 (Bilingual Eng/Span)

Job Title: CSR1 – Call Center

Training Schedule: M-F 8: 00 AM - 5: 00 PM Eastern. Training will consist of 30 days over a 10 week period as outlined below and attendance is mandatory.

• 4 weeks – eligibility training

• 2 weeks – residency (taking calls and working closely with the project Leadership team)

• 1 week – Health Plan training

• 2 weeks – residency (taking calls and working closely with the project Leadership team)

• 1 week – advance training

Residency Graduation Requirements:

• absenteeism of 5% or less during the duration of Residency (exceptions include but not limited to: court, medical, military. Documentation required).

• Meet performance metrics

• Residency schedule is 8: 30 AM – 5: 00 PM Eastern

The MassHealth project training curriculum is such that the agent spends the entire first week on HIPAA and the second week learning systems. The expectation is that a supplier will not present a candidate with a prescheduled appointment during the 30 day training period. Missed time during the training period may result in termination.

Hours of Operations:* Currently M-F 8: 00 AM – 8.00 PM Eastern

*Hours of Operation subject to change to 7 days a week with the hours of 8: 00 am – 8: 00 pm EST Monday through Friday and 8: 00am – 4: 00pm EST on Saturday and Sunday.

There is no set date the hours of operation may change so ensure when recruiting that the candidates are made aware that the hours of operations may change and impact their schedule.

Location: Work From Home

Equipment: Bring Your Own Device (BYOD) per attached specs.

EDUCATION/EXPERIENCE: High school diploma, GED, or equivalent certification; other combinations of education and experience will be considered. Background in health care, human services, or customer service. Experience in data entry and call centers. Experience working with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner. 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.

1. Responds to customer phone inquiries in a prompt, courteous and concise manner.
2. Provides callers with an unbiased information to assist customers with application and eligibility requirements.
3. Accesses, reads, and interprets customers and provider data elements within customer’ s application.
4. Performs accurately all data entry functions to reflect customer activity/transactions.
5. Answers customer questions and assists in problem resolution.
6. Assists customers in the enrollment process.
7. Documents all customer encounters in clear and concise logs.

Meet Your Recruiter

Stephanie Gomez
Client Relationship Manager

Stephanie's leads the way within Panther's Strategic Account team, placing Administrative, Customer Service, HR and other professional talent across the United States.  Stephanie loves the fast past environment of the recruiting industry and always goes above and beyond for both her clients and candidates! 


FUN FACT:  Stephanie has travelled to 12 countries and recently acquired a new hobby of assembling 1,000 piece puzzles! 

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