Call Center Rep

  • location: Morrisville, NC
  • type: Temp to Perm
  • salary: $13 per hour

job description

Call Center Rep

Do you enjoy working in a fast paced team environment and helping others?  Are you proficient in typing and basic PC skills with solid verbal and written communication skills?  If you enjoy a call center environment and have a great desire to provide a quality and accurate experience to callers, then we have the perfect job for you.

 

The Enrollment Specialists will serve as the day-to-day frontline support for members and authorized representatives to provide choice counseling and support with enrollments, disenrollments and appeals.  They will help to de-escalate issues as appropriate and properly document all call center contacts.  In addition to handling inbound volume, Enrollment Specialists will also assist with Outbound follow up calls and working manual tasks as needed to support the North Carolina Medicaid Transformation program.  It is critical that Enrollment Specialists focus on Quality, Accuracy and Adherence, while ensuring the program is meeting contractual requirements. 

 

Reports to:  Call Center Supervisor

Type:  Full Time Agency (Temp to Perm) Hire

Hours: Flexible based on Hours of Operation:

Non-Peak Times: 7am to 5pm Monday through Saturday

Peak Times: 7am to 8pm Monday through Sunday

Position includes rotating weekends, evening and holiday coverage

Responsibilities:

• Handle high volume inbound calls supporting members with choice counseling when selecting the most appropriate health care plan to meet their needs.

• Accurately document member information and call notes.

• Provide accurate information and provide a positive experience to all callers, including potential Providers and local county offices in addition to members and/or authorized representatives.

• Complete outbound follow up calls as appropriate.

• De-escalate callers when handling complaints and/or grievances, escalating if appropriate.

• Handle up to three (3) incoming chat sessions from members and/or authorized members to answer questions, or assist with enrollments, disenrollments and appeals. 

• Complete offline work tasks as needed.

• Other duties as assigned.

Qualifications:

• High School Diploma (or GED equivalent) is required; Associate's degree is preferred.

• 1-3 years of inbound call center customer service experience is required, healthcare is preferred.

• Demonstrated ability to remain positive and professional during stressful periods.

• Ability to work in a high speed environment.

• Attention to detail.

• Knowledge of Medicaid is a plus.

• Proven ability to effectively multitask, and complete work timely and accurately.

• Proficient typing skills with attention to accuracy and quality is essential.

• Solid computer skills including: Excel, Microsoft Word and Outlook.

• Solid verbal and written communication skills.

• Must be able to read and interpret policies, procedures and instructions.



Responsibilities

• Handle high volume inbound calls supporting members with choice counseling when selecting the most appropriate health care plan to meet their needs.

• Accurately document member information and call notes.

• Provide accurate information and provide a positive experience to all callers, including potential Providers and local county offices in addition to members and/or authorized representatives.

• Complete outbound follow up calls as appropriate.

• De-escalate callers when handling complaints and/or grievances, escalating if appropriate.

• Handle up to three (3) incoming chat sessions from members and/or authorized members to answer questions, or assist with enrollments, disenrollments and appeals. 

• Complete offline work tasks as needed.

• Other duties as assigned.



The essential functions of this role include:

  • working up to 5 hrs of overtime per week
  • working weekends
Skills
  • Active Listening
  • Customer Service
  • Basic Software Skills
  • wpm 35
  • Spanish
  • English
  • inbound call center
  • Typing Skills (3 years of experience is required)
  • Verbal Communication
  • Written Communication
  • Multi-tasking
Education
  • High School
Qualifications
  • Years of experience: 3 years
  • Experience level:Experienced
Shift: First

Working hours: 8 AM - 8 PM

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