Position Overview:
The Customer Outreach Specialist (COS) is a customer service role in the following: Statewide Health Insurance Benefits Advisors (SHIBA) is a program of the Washington State Office of the Insurance Commissioner (OIC) that provides information on Medicare to Washington State consumers. The Customer Outreach Specialist (COS) located at Edmonds Waterfront Center assists the SHIBA Coordinator in the service delivery through a multi-site network of trained volunteers who provide one-on-one consultations to consumers in person, by telephone and email, and through public presentations. The purpose of this position is to increase the customer service capacity for Medicare and Medicaid outreach in Snohomish and east Skagit counties.
Essential Job Functions and Responsibilities:
Answering live calls- the COS will assist in answering live calls, gathering the consumer’s information and assuring them that a trained volunteer counselor will be assigned to their call and will contact them as soon as possible. The COS will also assist in clearing and assigning clients assigned using the SHIBA Online transfer process.
Assist in entering STARS Online data- the COS will assist with both data entry into SHIBA Online and other administrative work.
Assist with outreach and partnership development- the COS will work with local Human Resources departments and associations to provide presentations for retiring employees for those companies who provide health insurance, and to provide information on how to get insurance for those employers who either do not provided insurance or who have part time employees.
Assist SHIBA Coordinator in monthly presentations focused on Medicare improvements for Patients and Providers Act (MIPPA). Other outreach activities may include a regular presence at rural libraries, health support groups, senior centers, churches, and other appropriate locations.
Train volunteers- the COS will train, and mentor new volunteers as directed by the SHIBA Coordinator. These volunteers will be trained as enrollment specialists to include Plan Finder, Medicare Savings Plan (MSP) and Low-Income Subsidy Plan (LIS) applications. (Must have reliable transportation and valid driver's license to travel for outreach in various counties including, Snohomish, Skagit, and Camano Island)
Assist the SHIBA Coordinator with other duties as assigned.
