Call Center Representatives
DataStaff is in immediate need of Call Center Representatives for one of our direct clients in the Iowa area for a contract opportunity.
NOTE: This is a remote position, but candidates must reside in Iowa and must be able to do onsite training in Des Moines.
It requires you to have a professional, quiet workspace, free from distractions with high-speed hard-wired ethernet internet capability.
Responsibilities:
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policies and procedures, and protocols including but not limited to confidentiality and privacy policies.
- Track and document all inquiries using the applicable systems.
- Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children.
- Complete associated tasks according to the established guidelines.
- Track and document all inquiries using the applicable systems.
- Meet Quality Assurance (QA) and other key performance metrics.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attend meetings and training as requested and maintains Up To Date knowledge of all programs and systems.
Required Skills:
- High School Diploma (or GED equivalent) is required; Associate 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 multi-task, and complete work timely and accurately.
- Proficient typing skills with attention to accuracy and quality are essential.
- Solid computer skills.
- Solid verbal and written communication skills.
- Must be able to read and interpret policies, procedures and instructions.
This position is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.