Customer Service Representative
Newport News, VA 23605
Project Overview: Maryland Health Insurance Exchange (HIX)
The Customer Support Center (CSC) at the Maryland Health Connection (MHC) will provide information and assistance for individuals, families, small group employees, and brokers seeking information, enrollment assistance, and other services related to the MHC. The CSC assists individuals regarding eligibility and enrollment for Medicaid, and services applications and enrollments for Qualified Health Plans on the Exchange. The CSC will utilize the State’ s eligibility and enrollment portal and Customer Relationship Management (CRM) software and other State systems to perform all tasks and duties for HIX customers to ensure delivery of high quality service for all Maryland consumers.
Pay Rates: $14.55 / $15.05 (Bilingual Eng/Span)
Job Title: CSR1 – Call Center
Training Schedule: M-F 8: 00 AM - 5: 00 PM Eastern for 15 days
Hours of Operations: Non OE (Open Enrollment) – M-F 8: 00 AM – 6: 00 PM Eastern
OE (Open Enrollment) – M-F 8: 00 AM – 8: 00 PM Eastern plus Saturday and Sunday hours to be announced
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
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!