Remote Call Center Representative

Description

Must be a Michigan resident to qualify for this role, in addition, must be able to pickup equipment from East Lansing (will be paid for this).

Position will be remote indefinitely at this time. Must have a quiet place to work without distractions, internet speed of 20 mbps.

Hours: Monday - Friday. Must be available from 8am-5pm.

Answer inbound calls providing education, enrollment, and helpline services for the State of Michigan. This specific role will be assisting clients with a program that helps Michigan residents apply for monetary assistant such and food stamps and childcare. They will help clients that may be having trouble navigating the website or individuals that do not have access to the website. This call center serves as the tier 1 helpdesk for the Portal. They answer questions about navigating the portal, applying for benefits, connecting with community partner organizations, and account/password resets

Process enrollment forms received. Document all calls received in State or Project systems. Report system issues, concerns, or discrepancies.

1. Responds to enrollment, eligibility, or helpline services calls and questions, mails information in response to requests, and refers callers or their concerns to the appropriate department and documents the call in the appropriate systems.

2. Educates beneficiaries on managed care or other DCH programs.

3. Verifies enrollment and case information in CRM, Champs, and MAXeb. Maintains updated knowledge of plans and providers that are available to beneficiaries.

4. Assists beneficiaries in enrolling/disenrolling in plans, and in selecting a Primary Care Provider, including entering enrollments into the appropriate system. Answers caller questions about completing applications.

5. Reviews enrollment forms for accuracy and completeness.

6. Assists beneficiaries with attestations and/or exemption forms in compliance with MDHHS requirements. Sends necessary letters to beneficiaries.

7. Maintains updated knowledge of the project.

8. Assists with on-the-job training for employees as necessary.

9. Raises issues of concern and/or problems to the attention of the Lead Client Service Representative, Supervisor, or

Call Center Manager.

10. Meets all standards established for the position as outlined in the attached performance criteria.

11. Performs other duties as may be assigned by management.

Additional Skills & Qualifications

Feel comfortable working on a computer and the ability to use dual monitors

35 WPM on typing test that we will give (test scores will be uploaded into Fieldglass)

They will have to talk and type at the same time (real time) while taking calls

Great communication both verbal and written

Clear and articulate speech as this position is over the phone

Customer service experience (could be call center, retail, banking, face to face or over the phone customer service)

Nice to haves:

Benefit enrollment experience

Large call volume exp