Customer Service Rep.

JOB RESPONSIBILITIES:

- Respond to AHCT Call Center inquiries and complaints received by telephone, IVR, and web portal using applicable reference materials from the Knowledge Management System (KMS), Frequently Asked Questions, and other online resources to provide information as appropriate to resolve inquiries and complaints.
- Retrieve, review, verify, collect, record, or update customer contact information and data through the CRM.
- Assess customer inquiries and screen complaints to determine the correct course of action.
- Educate callers about the Affordable Care Act, AHCT eligibility screening, application, inquiry, complaints, claims, exemptions, appeals and enrollment procedures, including Medicaid program benefits and policies.
- Direct callers through plan comparison on the web portal and assist with other self-service tools as appropriate.
- Transfer appropriate enrollment calls to Brokers and Escalate inquiries or complaints as needed to a Tier 2 Call Center Representative and transfer to Tier 3 staff, the AHCT, DSS Benefits Center, OHA, CID, and other consumer support resources as appropriate.
- Process QHP enrollments, plan changes, and disenrollments if plan is known to caller, and update the CRM.
- Record all inquiry and complaint resolution information in the CRM.
- Assist Brokers and Navigators with inquiries and eligibility and enrollment issues as appropriate.
- Identify and handle priority requests as appropriate.
- Maintain up-to-date knowledge of all program information, policies and procedures, and other resources stored on the KMS and available through other online resources.
- 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 Tier 2 Call Center Representative or Tier 1 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 management.
- Meets all standards established for this position as outlined in the attached performance criteria.
- Performs other duties as may be assigned by the Call Center Supervisor or Management.

EDUCATION/EXPERIENCE:
- 2+ years of customer service experience, preferably in Healthcare
- Call Center experience HIGHLY preferred
- High school diploma or equivalency required;
- excellent communication skills
- satisfactory writing skills
- ability to follow directions
- ability to interact courteously and effectively with a variety of people.



About Aerotek Professional Services:

Join Aerotek Professional Services®. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don't put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers and will consider all applications without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.

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