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Title: Bilingual Customer Service Representative Enrollment Specialist (CSR 1-Call Center) Remote

Division: Eastern Region, Health Services

Department: Pennsylvania Enrollment Assistance Program JOB SUMMARY:

The Customer Service Representative Enrollment Specialist works from home and is responsible for interacting with customers of Medical Assistance and benefits to provide information in response to inquiries about programs and services in a contact center. First day is equipment set up and the second day begins the 4-week training. This training is fast paced, in a zoom classroom environment with others in your training class. Asking questions and communication during training is heavily encouraged!

HIGHLY IMPORTANT! Job Requirements:

Must have high school diploma/GED

Must have private work space away from others at all times

Must have good attendance and work all scheduled hours and follow time/call off procedures every time

Must have high speed internet (35 MB or greater)

Fluent in English and/or Spanish

Job Responsibilities:

Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services.

Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.

Follow standard operating procedures to ensure consistency and accuracy.

Address customers' inquiries and resolve problems to ensure that appropriate changes are made.

Refer unresolved customer grievances to designated departments for further investigation.

Communicate with the supervisor regarding any potential needs or concerns.

Assist the Call Center Supervisors and QA/Training Department on an as-needed basis.

Perform data entry accurately.

Perform other duties as assigned by management.

Educates MA Consumers by providing information regarding physical and behavioral health services and service providers under the Health Choices Program to assist with voluntary choice and plan transfers. Maintains system and program knowledge of the EAP and Health Choices Program by referencing the Maximus knowledge base system.

All technological needs will be provided by the company. After successfully completing a probationary period of 180 days, we have an excellent benefits package, full insurance, and benefits on the first of the month following the end of the probation period. We also have a bonus structure for all employees

Due to the nature of the work and our contract with our client, all selected individuals must undergo the following: Background checks shall include a social security number verification, criminal history search and MedScan. The criminal search covers all cities/counties the candidate resided in over the past 7 years (based on given addresses and those developed from social security number verification), with such information limited to period of shorter duration where required by applicable state law. Where applicable, this shall include a CORI search. Searches include the National Criminal Records File, which cross reference the sexual offender registry, along with county and federal criminal records.

MedScan database search verifies that the individual is not on an excluded parties list, as maintained by the HHS/OIG and GSA.

SKILLS AND EXPERIENCE

Minimum high school diploma or GED

Previous experience in a Call Center and/or Customer Service role

Computer experience working with multiple screens and apps

Data Entry

Clear verbal communication and phone skills

Ability to learn and comprehend new information

Ability to read and adhere to a client-approved script

ability to perform comfortably in a fast-paced, goal-oriented work environment

Comprehension of basic computer and software skills (E.g. Successfully joining a zoom call, typing on a keyboard, using email)

EDUCATION LEVEL High school graduate or equivalency certificate (GED)

WORK SHIFT Day

JOB TYPE Full-Time

HOURS PER WEEK 40.00

**PAY: 16.50/hr

(Billingual): 17.50/hr**

REMOTE WORKING REQUIREMENTS

Private Workspace

Door for Privacy, Proper Desk, and Chair

Proximity to Internet Router (within 15 ft)

High speed internet at Maximus minimum requirements or higher

Requirements -- 20 Mbps download speed, 20 Mbps upload speed

Conduct and provide print screen of internet speed test results as requested

Ability to connect work computer to internet via Category 5 ethernet cable

Cannot have sole responsibility of dependent care during work hours

Willingness and capability to engage in two-way virtual training & communication

Trainees will be expected to actively engage in training and be visible on camera for the entire length of training

Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Sitting/Standing: Ability to sit or stand for extended periods while using a computer and telephone.

Handling: Frequent use of hands and fingers to operate computer systems and office equipment.

Communication: Clear speaking and adequate hearing required for effective communication via phone, video conferencing, and in-person.

Mobility: Ability to walk short distances and move about the workspace as needed.

Lifting: Ability to lift, carry, push, or pull objects weighing up to 25 pounds

Vision: Close vision required for reading documents and working on a computer screen.

Work Environment: Must maintain a safe, ergonomic workspace at home or in the office with appropriate lighting, ventilation, and moderate noise levels.

1 Alpha Consulting LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by applicable law. If you need assistance or an accommodation due to a disability, please contact Human Resources at Human-Resource@1alphaconsulting.co

1 Alpha Consulting LLC

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