Customer Service Representative

Job Description: This is for an Outbound Customer Service Representative

• 6-month Contract with extensions as need, possibility of Full-Time
• 100% remote
• Local Delaware residents preferred but not required; candidates' w/knowledge of Delaware Medicaid
• No Visa Restrictions
• Start date: 5/6/2024 (This is the ONLY start date. All candidates MUST be able to start on 5/6/2024)
• Beeline for timesheets
• Candidates will be working 8:00am-4:00pm/8:30am-5:00pm Monday-Friday OR four 10-hour days working 8:00am-6:00pm or 8:30am-7:00pm (option to take off Tuesday, Wednesday, or Thursday for four-day schedule)

***Please have candidates take the Glider Customer Service assessment. Please include the URL to the assessment. (MUST have a typing speed of at least 30 WPM)****

• Receive inbound calls; calls may involve claims status, rejections & benefit information; proficient computer skills
• Communicate effectively with members of Highmark Health options
• Initiate outreach efforts, primarily by telephone, to conduct screening/surveys of members who may benefit from Care Coordination assistance. (Ex. Members who have needs relating to Physical Health, Behavioral Health and Health Related Social Needs (SDOH)
• MUST be available to start on 3/11/2024 as this is the only training date for this team
• High school diploma/GED
• 1-3 years of Screening/Survey experience preferred
• 1-3 years of Customer service experience required (open to candidates with more than 3 years' experience)
• Must be comfortable working in a high call volume position (100 calls a day, with 50 being outbound calls and 50 being inbound calls)
• Must be proactive, self-directed, assertive and creative in problem solving and system planning
• Strong active listening skills with the ability to act sensitively toward diverse people and situations. Ability to successfully interact with external customers, peers, colleagues, and management team
• Demonstrate effective time management skills and demonstrate an ability to prioritize and handle multiple tasks simultaneously
• Demonstrate effective time management skills and demonstrate an ability to prioritize and handle multiple tasks simultaneously
• Must demonstrate sound judgment and discretion when approaching problems and making decisions
• Training will be 6 weeks long and will shortened/extended depending on the staff need.
• Prefer candidates who are familiar with Delaware, local resources and the DE Medicaid population but it is not required
• Minimum of 1-3 years of Call Center experience preferred
• Previous medical experience preferred, previous outbound member outreach and the ability to escalate preferred
• Experience with pediatrics preferred
• Bilingual candidates preferred.
• Experience in telephonic customer support roles extremely helpful. Medical setting experience also helpful but not required.Additional Sills: Work independently, familiar with Microsoft Excel, outbound call skills

Job Type: Contract

Salary: $15.00 - $18.00 per hour

Benefits:

• Health insurance
• Work from home

Experience level:

• 3 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Remote

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 3 years (Required)
• typing - 30 wpm: 3 years (Required)
• healthcare service: 3 years (Required)
• inbound calls: 3 years (Required)
• claim or insurance: 3 years (Required)

Location:

• Wilmington, DE (Preferred)

Work Location: Remote