Call Center Representative

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Job description

Position Title: CSR-Call Center

Location: 100% Remote - WFH

Type: BYOD or (Bring your own devise)

Training Schedule/Duration: M-F 8:00 AM - 4:30 PM Eastern for a duration of 3 weeks

Hours of Operation - 8:00 am to 5:00 pm Eastern Mon through Fri

Client: Maximus

Job Description:

The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.

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

Respond effectively to all forms of inbound and outbound contacts.

Track and document all inquiries using the applicable systems.

Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.

Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.

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

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

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

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

Perform other duties as assigned by management.

Education Required:

High School Diploma, GED, or equivalent

AA or higher degree preferred.

Background & Experience Required:

Minimum of 6 months experience needed.

Strong data entry and telephone skills.

Excellent organizational, interpersonal, written, and verbal communication skills.

Ability to perform comfortably in a fast-paced work environment.

Ability to successfully execute many complex tasks simultaneously.

Ability to work as a team member, as well as independently.

Previous experience with computers, phone systems, and headsets preferred.

Previous experience in customer service and call center preferred.

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