CSR1-CallCenter Feb 28th Class

REMOTE High Volume Call Center Agent- MUST reside in State of Indiana

General Duties: Answer incoming calls from consumers including the general public, prospective enrollees, and people assisting enrollees or acting on their behalf, in accordance with all performance standards, policies, procedures, and protocols including but not limited to the confidentiality and privacy policies.

Overall Skills and Qualities: A desire to help people get enrolled in a benefit that will help them in their daily lives. Strong listening skills with an attention to details and basic understanding of insurance and medical terms is a plus or at least the ability to learn them. Good computer skills and the ability to work at home in a quiet environment. Productivity is measured.

MUST BE ABLE TO TYPE 30 WORDS PER MINUTE!

PRIOR CALL CENTER EXPERIENCE IS REQUIRED.

- High School Diploma or GED required

- Call Center Experience required

- Good computer skills

Examples of daily work activities:

- Track and document all inquiries using the applicable systems.

- Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children.

- Complete associated tasks according to the established guidelines.

- Track and document all inquiries using the applicable systems.

- Meet Quality Assurance (QA) and other key performance metrics.

- Facilitate the fulfillment of caller requests for materials via mail, email, or download.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Facilitate translation services for non-English speaking callers according to procedures.

- Attend meetings and trainings as requested and maintains up to date knowledge of all programs and systems.

Pay & Benefits:

- $17.00 per hour ($17.50 per hour if bilingual in Spanish and English)

- Training & Equipment provided. (Must have reliable internet access)