Job Responsibilities:
1. Responds to enrollment services calls, provides responses to questions, mails information in response to request, and refers callers in the event of problems or concerns.
2. Educates clients on managed care.
3. Assesses client’s health care needs and assists clients in choosing a health plan.
4. Maintains updated knowledge of the New York Medicaid CHOICE Project.
5. Assists clients in enrolling/disenrolling in health plans.
6. Receives and sorts enrollment/disenrollment forms.
7. Reviews enrollment forms for accuracy and completeness.
8. Processes enrollment/disenrollment forms.
9. Sends necessary letters to clients.
10. Raises issues of concern and/or problems to the attention of the Central Operations Supervisor.
11. Performs managed care education and enrollment services when call volume warrants.
12. Assists or performs mailroom functions, when assigned.
13. Some Saturday work is required.
14. Meets all standards established for this position as outlined in the attached performance criteria.
15. Performs other duties as may be assigned by the Call Center Supervisor or Management.
General Requirements
Great customer service skills: be ready to prove your skills straight from the start and show that you have what it takes!
Ability to learn a new program and apply that knowledge: New York Medicaid Choice is a very involved program. The training period is critical. It’s when you’ll develop the foundation to be successful in your position. Don’t day-dream during training!
Computer skills: CSRs utilize a state-of-the-art phone system, in combination with a double screen computer. You have to be able to type (the faster, the better!) and know how to use a computer by second-nature.
Reliability: The phones turn on at 8:30 am – 5:00 pm, Monday – Friday and at 10:00 am on Saturday. Callers need our staff ready to go at the start of business. There’s very little latitude for attendance issues.
Can-do Attitude: This is a busy work environment and a supportive one. The most successful CSRs are those that know the program, are congenial with their colleagues, and look for new opportunities to support the program and their colleagues.
Prior Customer Service experience: The CSR position is based on providing great customer service and our staff do it exceptionally well. Having prior experience in a customer service-based position provides the foundation to excel in this position, along with experience in call center environment. Two years of human services experience or experience dealing with the public is required.
Effective communication skills; ability to follow directions: ability to interact courteously and effectively with a variety of people; ability to handle pressure and perform multiple tasks
Need to be bilingual in the following languages:
Spanish
Korean
Chinese
Bangali
Creole
Hindu
Russian
