Healthcare Customer Service Rep (11804) (Honolulu) at Honolulu

Job Description

Exciting new opportunity to join a newly-formed customer service center in downtown Honolulu. This contract-to-hire position is seeking dedicated, personable individuals to become Healthcare Customer Service Representatives to serve the community and our client who is a leading operator of government health and human services support programs in the United States and around the world, with approximately 8,800 employees.

JOB RESPONSIBILITIES:
• Respond to Call Center inquiries/complaints received by telephone and web portal to provide information as appropriate to resolve inquiries/complaints.
• Retrieve, review, verify, collect, record, or update customer contact information and data through the call center database.
• Assess customer inquiries and screen complaints to determine the correct course of action; contact customers to collect additional information as needed to resolve inquiries or complaints.
• Educate callers about the Affordable Care Act, eligibility screening, application, inquiry, complaints, claims, exemptions, appeals and enrollment procedures, including Medicaid program benefits and policies; and provide information on initial eligibility determinations.
• Provide technical assistance and direct callers through web portal plan comparison; provide information and assist with comparison-shopping and other self-service tools as appropriate.
• Transfer appropriate enrollment calls to Brokers and Escalate inquiries or complaints, as needed to a Call Center Supervisor or other consumer support resources as appropriate.
• Prepare, image and data enter Health Care Applications.
• Process enrollments; plan changes, and disenrollments if caller knows plan, and update the call center database.
• Record all inquiry and complaint resolution information in the call center database.
• Escalate inquiries and complaints to State eligibility and enrollment specialists or to a Call Center Supervisor as needed.
• Assist Brokers and Navigators with inquiries and eligibility and enrollment issues as appropriate.
• Process over the phone, applications, enrollments, plan changes, and disenrollments and update the call center database.
• Maintain up-to-date knowledge of all program information, policies and procedures.
• Review annual alerts for re-enrollment: initiate re-enrollment; complete consumer.
• Interviews and request verification as needed; and process re-enrollment.
• Receive notification changes/requests to change status, request needed verification, and process change.
• Remain courteous, helpful, and sensitive to customer needs at all times.
• Remain unbiased and maintain customer confidentiality.
• Raise issues of concern and/or problems to the attention of a Call Center Supervisor.
• Direct callers to the customer satisfaction survey as appropriate.
• Meet all standards established for this position as outlined in performance criteria and perform other duties as may be assigned by call center supervisor or project management.

Job Requirements

EDUCATION REQUIREMENTS:
• High school diploma, GED, or equivalent certification
• Preferred qualifications include a college degree or equivalent experience.

GENERAL REQUIREMENTS:
• Two (2) years of human services experience or experience dealing with the public.
• Ability to type 35 words per minute
• Basic proficiency on Microsoft Office
• Knowledge of the community to be served
• Excellent communication and writing skills
• Ability to follow directions
• Ability to interact courteously and effectively with a variety of people

 

 

 

Language proficiency in one or more of the following languages is preferred:

Chuukese

Hawaiian

Ilocano

Japanese

Korean

Marshallese

Tagalog

Vietnamese

ADDITIONAL INFORMATION:
• Schedule: 40 hours per week. Shifts may vary between 8:00am - 8:00pm. Call Center is open 24 hours a day. 7 days a week.
• Location: Downtown Honolulu
• Parking: None provided

Country: USA, State: Hawaii, City: Honolulu, Company: Bishop & Company.