Call Center Representative

Overview:

As a Customer Support Associate, reporting to the Help Desk Lead and Project Manager, your primary responsibility is to provide Help Desk user support coordination, and triage for users of the UAS-NY Application. Your main task will be answering phone calls and e-mails from users to assist them in utilizing a multi-domain, multi-faceted application. High level customer service skills are required, with the ability to conduct tasks in a timely, effective, and patient manner. You must have strong professional writing and communication skills. You must have the ability to resolve complex assignments requiring research, investigation, and analysis. You must have the ability to work and train independently and under general supervision, as well as work collaboratively with the team’s functional areas.

Additional responsibilities will include provider outreach and education efforts for our users as well as analysis of data in accordance with defined compliance activities. You will also contribute to ongoing process improvement.

Job Duties:

• Assisting end users with system issues via phone and email.
• Testing system functionality to determine root cause of user reported issues.
• Ensure program requirements, regulations, and policies are understood, documented, and adhered to across the Department and affiliated organizations
• Aid in reviewing use of systems, ensuring individual and organization compliance with program policies.
• Responsible for user-facing communications and reviewing training materials for accuracy.

Required:

• Bachelor's Degree.
• 3 years of relevant experience.
• Strong customer service skills with prior experience working on a help desk.
• Familiar with policies and protocols of the State agencies to deliver services to the citizens under various healthcare programs.
• Experience in healthcare, Medicaid, and Long-Term Care required.
• Proficient with Microsoft Office Suite.
• Must have exceptional written and verbal communications, strong documentation, critical thinking, and analytical skills.

Job Type: Full-time

Pay: $20.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Troy, NY 12180: Relocate before starting work (Required)

Work Location: Hybrid remote in Troy, NY 12180