Hybrid Customer Service Representative

Description:

Conduct outbound calls to enrollees to update case based on return mail.

Track and document all inquiries using the applicable systems.

Conduct outbound calls to enrollees to remind them of their eligibility renewal needing to be completed.

Review spreadsheets to determine if an outbound call is needed for renewal reminder.

Transfer/refer consumers to appropriate entities according to the established guidelines.

Escalate calls or issues to the appropriate designated staff for resolution as needed.

Review cases based on return mail to determine if an outbound call is necessary.

Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.