Customer Service Assistant (37405, 37406) - Full-time / Part-time

To be considered for any DPHHS Agency position, applicants must complete and submit their application online, as well as upload any required application materials. Successful applicant(s) are required to successfully pass all DPHHS specific background check(s) relevant to each position.

Materials required of Applicants:

Cover Letter

Resume

References

Please type responses in a Word document. Helpful hint: please select and keep a check mark by the relevant document box to ensure attachments are correctly uploaded with the online application. Applications received without the required materials will be considered incomplete.

This position is the first point of contact for assisting customers with health insurance premium payments by telephone and in person for the Business and Financial Services Division.

Customer Service

Handling daily call operations and ensuring customer needs are fully resolved.

Maintains customer records and financial accounts by processing customer payment and adjustments.

Assists walk-in customers related to payment processing and other account services

Processes mail and conducts research and account analysis.

Communicates with customers by phone or in person in a professional and courteous manner

Monitors and responds to all correspondence by clients concerning issues with their accounts.

Clearly and accurately records all customer interactions and changes to accounts including the detail of inquiries, complaints or comments, as well as action taken.

Investigates and resolves general customer inquiries, requests, complaints, account billing issues timely and accurately through research, account analysis using multiple computer systems.

Coordinates with other entities to ensure all eligibility communication received is processed timely and inquiries are satisfied.

Refers inquiries to appropriate management levels and sections if unable to respond to client s request.

Client Reconciliation and Audit

Monitors incoming accounts to identify errors, omissions, and anomalies.

Performs necessary reconciliation of accounts and payment processing to ensure all systems have the most current and accurate information.

Coordinates with the internal and external staff and managers to resolve any issues and reconcile client accounts.

Adjusts client accounts as needed.

Maintains accuracy of client files including address updates, social security numbers and communication.

Mail Activities

Processes daily mail. Reviews, researches and updates files pertaining to clients.

Conducts research to update address information for non-deliverable client correspondence.

If no forwarding address can be found shuts off further correspondence in computer systems according to established procedures.

Updates computer systems with the most current mailing information and prepares a spreadsheet of updates to send to computer systems to update client mailing information.