What are the responsibilities and job description for the Call Center Representative - On-site position at HHS Technology Group, Inc.?

WHO WE ARE :

At HHS Tech Group (HTG), our work matters, and each of us makes a difference in the lives of people every day.

HTG is a leader in the development and delivery of innovative, purpose-built modular software and technology solutions to clients in the commercial and government sectors.

WHAT WE DO :

HHS Tech Group creates innovative, purpose-built technology products and solutions, resulting in value and positive, quantifiable impact for our clients and the people they serve.

Our people bring our software to life through collaborative relationships with our clients, working as a team, helping to solve complex problems that create positive personal and community impact for the people our clients serve.

Each day, our software products and our people are making a difference.

OUR PEOPLE MATTER MOST :

Improving the lives of others and making an impact daily is no simple task. We are dedicated to our team's professional and personal growth and well-being. Some key rewards and benefits include :

Generously sponsored Medical Insurance
Fully paid premiums on dental, vision, life and disability insurance.
Generous 401k matching program (100% match up to 6%)
Tuition and Certification reimbursement
Open PTO policy

Join us!

WHO WE ARE HIRING : Call Center Representative

The Call Center Representative will be responsible for Call center activities and support; focus is on healthcare providers Medicaid enrollment activity and on processing new applications and re-validation procedures pertaining to applications and ensuring enrollment process support for providers.

WHAT YOU WILL DO

The Call Center Representative will gather information, assess caller needs, research and resolve inquiries and document calls. Provide clear and concise information regarding provider status, eligibility and provider enrollment status. Follow documented policies and procedures including call handling and escalations.

The Call Center Representative will possess demonstrated ability to perform well under pressure, meet or exceed deadlines, be a team player and be willing to solve difficult problems. You must have excellent decision-making and critical-thinking skills. Your ability to evaluate and analyze complex information is second to none, and you have a natural desire to help people understand things that are hard to understand.

Responsibilities :

Identify customer needs, clarify information, and provide solutions and / or alternatives

Managing inbound calls and making outbound calls to follow-up on previous inquiries related to Medicaid provider enrollments

Keep records of all conversations and engagements in the call center database

Build sustainable relationships and engage customers

Screening, tracking, and processing incoming Medicaid provider enrollments

Performing provider file updates and file maintenance

Prepare and respond to audit requests

Communicating directly with other call center personnel, internal departments, providers, auditors, supervisors, and stakeholders with Medicaid and State Agencies

Conducts enrollment and update training

Meet quality controls and production standards

Occasionally attend training seminars to improve knowledge and performance level

Other duties as assigned

Minimum Requirements :

At least 1 year of previous experience in a customer service or support role handling inbound and / or outbound phone calls as well as email inquiries

Prior experience handling Medicaid related calls

Ability to work in our Call Center

Ability to effectively use all available resources to provide the right response or direction quickly

Skill in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear communication

Familiarity with CRM systems and practices

Demonstrated ability to adhere to policies and procedures with flexibility and adaptability

Customer focus, attention to detail, and the ability to adapt to different personality types

Ability to multi-task, set priorities, and manage time effectively enough to maintain set performance expectations

Ability to learn new processes, procedures, software programs and systems quickly

Ability to work independently as well as in a team environment within an office setting

Ability to demonstrate proficiency in the use of the MS Office Suite and navigation within the most recent versions of the Windows Operating System

Understanding of standard HIPAA protocols

High School Degree

Preferred Requirements :

2 years of previous experience in a customer service or support role handling inbound and / or outbound phone calls as well as email inquiries

Experience screening, tracking, and processing Medicaid provider enrollments

Prior experience working in a Healthcare setting and / or Medicaid State Agencies

Experience in conducting training remotely

College Degree

Other relevant experience

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Call Center Representative - On-site

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