Title: Outbound Customer Service Representative

Location: 100% Remote (EST Hours) (Local Delaware residents preferred but not required; candidates' w/knowledge of Delaware Medicaid)

Duration: 6 month (Opportunity for extension, possibility of Full-Time)

USC or GC Only

** Candidates must complete the Customer Service glider assessment before being submitted with a typing speed of at least 30 WPM.**

Start Date: 5/6/2024– all candidates must be able to start on this date

Work Schedule:

• Candidates will be working 8:00am-4:00pm/8:30am-5:00pm Monday-Friday OR four 10-hour days working 8:00am-6:00pm or 8:30am-7:00pm (option to take off Tuesday, Wednesday, or Thursday for four-day schedule
• Training will be 6 weeks long and will shortened/extended depending on the staff need.

Note:

• Experience in telephonic customer support roles is extremely helpful. Medical setting experience also helpful but not required.

Job Description:

• Receive inbound calls; calls may involve claims status, rejections & benefit information; proficient computer skills
• Communicate effectively with members of Highmark Health options
• Initiate outreach efforts, primarily by telephone, to conduct screening/surveys of members who may benefit from Care Coordination assistance. (Ex. Members who have needs relating to Physical Health, Behavioral Health and Health Related Social Needs (SDOH)

Qualifications:

• High school diploma/GED (required)
• Minimum of 1-3 years of Call Center experience (required
• Must be comfortable working in a high call volume position (100 calls a day, with 50 being outbound calls and 50 being inbound calls (required)
• 1-3 years of Screening/Survey experience (preferred)
• 1-3 years of Customer service experience required (open to candidates with more than 3 years' experience (required)
• Previous medical experience, previous outbound member outreach and the ability to escalate(required)
• Experience with pediatrics (required)
• Prefer candidates who are familiar with Delaware, local resources and the DE Medicaid population (preferred)
• Bilingual candidates (preferred)
• Must be proactive, self-directed, assertive and creative in problem solving and system planning
• Strong active listening skills with the ability to act sensitively toward diverse people and situations. Ability to successfully interact with external customers, peers, colleagues, and management team
• Demonstrate effective time management skills and demonstrate an ability to prioritize and handle multiple tasks simultaneously
• Demonstrate effective time management skills and demonstrate an ability to prioritize and handle multiple tasks simultaneously
• Must demonstrate sound judgment and discretion when approaching problems and making decisions