General clerk II & III

The Puyenpa family of companies are comprised of multiple SBA Certified Native American Tribal 8(a) and multi-certified organizations focused on delivering Information Technology, Management Consulting, and General Construction solutions to the Federal Government along with the Commercial Sector. We are actively seeking General Clerk II's based in Lawton, OK. Ideally, Candidates must live and work in the Comanche, and Cotton county areas. This is a temporary telecommuting position but you may be required to work onsite depending on business need. However, you will need to be available to return to onsite performance of duties as directed. These procedures are required of all Puyenpa employees.
Available schedules:

• Monday - Friday 7:45 AM - 4:15 PM
• Monday - Friday 1:45 PM - 10:15 PM

This is an exciting opportunity to be part of the Puyenpa team supporting the Centers of Medicare & Medicaid Services as a subcontractor for the Department of Health and Human Service contract which supports the Affordable Care Act. The CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. The unit delivers document processing, inbound and outbound call center support, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.
The main responsibilities of the role include:

• As a part of this 250+ member team, you will place outbound calls to consumers across the country and provide them support they need to resolve their verifications issues within the Health Insurance Marketplace. You will work closely with your supervisor and peers to deliver exceptional customer service.
• Post information to agency records and modify forms or records.
• Will communicate with consumers using your English and Spanish speaking skills.
• Provide telephone support using the English and Spanish languages.
• Record and input information to internal database records.
• Conduct outbound telephone calls.
• Receives inbound telephone calls.
• Perform data entry and retrieval and perform arithmetical computations.
• Receive coaching/feedback and implement/take action to make changes as appropriate.
• Participate in internal training through company Learning Management System and passing certification tests.
• Adhere to service compliance requirements by completing training modules and passing annual re-certifications.
• Maintain required production and quality standards as outlined by contract.
• Recognize & assess issues associated to the task following work instructions as outlined by the line of business and escalates when necessary. Effectively work in a team environment.
• Demonstrate flexibility and ability to adapt to change.
• Additional duties as assigned.

Qualifications:

• Must be able to commute to the Serco office in Lawton and are able to work onsite as directed.
• Have a defined work area in your home that is safe, reasonably quiet, free from high traffic and the location of your computer screens are secure and free from potential prying.
• Have a private location in your home to conduct confidential phone conversations.
• Home workstation is within 25 ft of your modem/router so you can plug in a network cable into your existing internet connection for best connectivity.
• Must have your own physical and reliable high speed internet access, which cannot be through satellite service (such as Direct TV) and WIFI which are not permissible.

GENERAL CLERK III
This position uses some subject-matter knowledge and judgment to complete assignments consisting of numerous
steps varying in nature and sequence. The General Clerk III selects from alternative methods and refers problems
not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include:
assisting in a variety of administrative matters; maintaining a wide variety of financial or other records (stored both
manually and electronically); verifying statistical reports for accuracy and completeness; compiling information; and
handling and adjusting complaints.
The General Clerk III may also direct lower level clerks. Positions above level IV are excluded. Such positions
(which may include supervisory responsibility over lower level clerks) require workers to use a thorough knowledge
of an office's work and routine to: 1) choose among widely varying methods and procedures to process complex
transactions; and 2) select or devise steps necessary to complete assignments. Typical jobs covered by this
exclusion include administrative assistants, clerical supervisors, and office managers.

Military Veterans and spouses are encouraged to apply.
Depending on hire date, seasonal employment typically ranges from three to six months in duration.
Seasonal employees may be offered the opportunity to become full-time employees at the end of the season subject to performance and position availability.
Under the Service Contract Act (SCA), you will be paid an hourly wage rate of $16.20 and you will also receive the required Health & Welfare rate per hour for all SCA hours paid up to 40 hours per work week. The H&W rate is currently $4.41/hr. The H&W is meant to offset the cost of benefits, and any residual amount will be paid as cash in lieu.
Puyenpa provides a variety of benefits including company-paid health, dental & vision insurance coverage, as well as additional employee-paid health insurance options; company-paid life and disability insurance; 401k retirement savings plan with employer match; 11 company paid holidays per year, and paid time off.