CSR (MASS Health) - Full-time / Part-time

Customer Service Representative

Pay:$11.00hr

Start Date: 01/03/2017

Qualifications: at least 6 months of Customer Service Skills

Paid Training: 3 weeks

Shifts: M-F 5am-2pm or M-F 5:30am- 2:30pm

• Function as the front-line contact for all members by responding to a high-volume of incoming calls from members and prospective members.
• Respond accurately to provider calls related to PT-1 status, transportation guidelines, member eligibility and managed care status, prior authorization, and pharmacy guidelines and procedures.
• Provide members with all current MCO options available to promote member choice within the assigned network or managed care providers, using knowledge gained through training and other sources.
• Accesses, reads and interprets intranet, client and provider data elements on all systems, including MMIS, MA-21 and MassServe.
• Copes with the stress of high call volume or emotionally charged encounters by approaching each call with level- headedness, compassion and empathy.
• Assists in educating and instructing members on routine policy matters such as, and not limited to: eligibility and enrollment, claims and premium billing, managed care, covered services, transportation and special programs.
• Uses each encounter as an opportunity to educate members on all available tools, such as self-service options, to reduce their administrative work efforts.
• Provides members with all current MCO options available to promote members choice within the assigned network of managed care providers.
• Ensures that Protected Health Information (PHI) is not released to otherwise unauthorized persons, unless that release is consistent with the wishes expressed on the Permission to Share Information (PSI) Form.
• Documents and tracks all member contacts and activities using MassServe, including; provider number, member identification number, contract reason, contract outcome and any other information required to ensure further encounters are productive.
• Conducts a thorough health care need assessment with members, including existing and anticipated needs of all eligible family members, as needed.
• Investigates all third party resources and complies with systems and administrative requirements.
• Performs, accurately, all data entry functions to reflect member or provider activity-/transactions.

About Aerotek:

Our people are everything. Since 1983, Aerotek has become a leader in recruiting and staffing services by building quality relationships that allow us to place quality people in quality jobs. With over 230 non-franchised offices, Aerotek serves 17,000 clients and 300,000 contract employees every year. To learn more, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.