Bilingual Short Term Enrollment Broker CSR 3-27-23

Duration 3 Months 3-27-23 to 6-30-23 M-F 8-6pm

Bilingual (English/Spanish)

This temporary contract CSR assists customers regarding applications, program inquiries and account resolutions both in person and in a call center environment.

Duties and Responsibilities

• Responsible for assisting enrollees in selecting the most appropriate MCO and PCP, taking into account each individuals’ needs and location
• Answers questions and provides information and education on programs and services.
• Responds to requests, and/or takes actions on accounts or enrollment applications.
• Follows standard procedures to ensure consistency, accuracy, and meeting all quality assurance requirements
• Facilitates the conversation by soliciting needed information, clarifying responses, and addressing concerns.
• Manages customer inquiries with consistency, accuracy, and professionalism, displaying excellent customer service skills and extensive technical program knowledge.
• Follows scripted dialogues to ensure quality and maintain high accuracy rates.
• Regular and predictable attendance required.
• Other duties as assigned.

Education and Experience Requirements

• High school diploma or equivalent.
• Two (2) years of customer service/call center experience or equivalent.
• Experience working with special needs populations and/or families of special needs children.
• Experience or training in a health care related field.
• Experience or training related to health care insurance, Medicaid, MCO/PCP selection, EPSDT services, and any other health care programs or similar programs administered in other states.
• Experience or training in the managed care industry.
• Experience using a personal computer and software programs and a TTY machine