**Job Summary:**
At careerzynith, we're committed to delivering exceptional customer experiences that make a lasting impact. As an Experienced Full Stack Customer Service Representative, you'll play a vital role in supporting Indiana Medicaid members by providing accurate and timely information about their coverage, benefits, and enrollment. If you're passionate about delivering top-notch customer service, have a knack for problem-solving, and are eager to grow with a dynamic team, we want to hear from you!
**About careerzynith:**
careerzynith is a leading provider of innovative solutions that empower individuals to take control of their healthcare. Our team of dedicated professionals is driven by a shared passion for making a difference in the lives of our customers. With a strong commitment to excellence, we strive to create a work environment that fosters growth, collaboration, and innovation.
**Key Responsibilities:**
* Provide exceptional customer service to Indiana Medicaid members via inbound and outbound calls, ensuring accuracy and timeliness in resolving their inquiries and concerns.
* Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits.
* Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems.
* Effectively utilize Interpretive Language Services for non-English speaking members.
* Maintain accurate and up-to-date member records and documentation of all interactions in the call center system.
* Transfer calls to the client's call center as appropriate, assisting with client outreach requests and following up with supervisor on call resolution in a timely manner.
* Meet individual and team performance goals, focusing on accuracy, quality, and productivity metrics.
**Essential Functions:**
* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment.
* Meet individual and team performance goals.
* Maintain member records throughout all databases.
* Transfer calls to the client's call center as appropriate.
**Competencies:**
* Working knowledge in Microsoft Office and auto dialer tools.
* Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously.
* Ability to accurately communicate summary information in a written format.
* Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients.
* Critical thinking and listening skills.
* Independent problem identification/resolution and decision-making skills.
* Conflict resolution and negotiation skills.
* Empathetic and sincere, superior rapport building skills.
* Excellent verbal communication skills.
* Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met.
* Ability to type at a minimum of 45 wpm.
**Work Environment:**
* This job operates in a professional office environment.
* This role uses standard office equipment such as computers, computer phone headsets, and phones.
* Prolonged periods sitting at a desk and working on a computer.
* Must be able to lift up to 15 pounds at times.
**Physical Demands:**
* While performing the duties of this job, the employee is regularly required to talk or hear.
* The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms.
**Position Type and Expected Hours of Work:**
* This is a full-time position.
* Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time.
* Evening and weekend work may be required as job duties demand and for team meetings.
**Travel:**
* No travel is expected for this position.
**Required Education and Experience:**
* High school diploma or GED.
**Preferred Education and Experience:**
* One or two years' experience in insurance.
* Knowledge of Medicaid.
* Experience with Artiva software.
* Accounts Payable experience.
* Bi-lingual.
**Additional Eligibility Qualifications:**
* Ability to handle complex accounts with little to no assistance.
* Ability to use the non-conformity to escalate issues.
* Ability to pass a knowledge assessment.
**Benefits:**
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
**Schedule:**
* 8 hour shift
* Weekends as needed
**Location:**
* Indiana (Required)
**Work Location:**
* Remote
If you're passionate about delivering exceptional customer service and are eager to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application, including your salary requirement, and we'll be in touch to discuss further.