What are the responsibilities and job description for the Call Center Customer Service Representative position at Infinite Computer Solutions?
Job description
- To perform Molina's outreach efforts on campaigns for all applicable markets.
- Services performed include handling both outbound and inbound communications associated with outreach via the following channel(s) : telephonic, e-mail and chat services.
- Campaigns shall be conducted via dialer or manual outreach efforts based on campaign strategies.
- Agents will collaborate with members, member representatives and other individuals if requested by the member, to complete an HRA to identify services and supports to assist in optimizing their health status. Upon request, the assessment can be conducted in alternative formats to accommodate the specific cultural, linguistic and physical needs of members including the most vulnerable, frail, disabled, or near end-of-life individuals.
- Conduct outreach to enrolled Molina Healthcare members regarding their Health Plan Renewal for Medicaid coverage.
- Agent will follow guidelines related to each state's renewal policy and assist members with the following : recertification, re-enrollment, or renewals across all products. In addition to as well as providing guidance concerning state applications.
- Target population for campaigns include members or responsible party or head of household for all age groups. Expectation is for each call to generate a positive customer experience with high quality care.
- Agent shall assist all Medicaid members who are identified by the state partners as needing a Hhealth Rrisk Aassessment (HRA) completed on or after their enrollment date. Reassessments must be performed annually for Medicaid members if they are continuously enrolled in any of Molina's Medicaid line of business plans for at least one (1) continuous calendar year.
- Serves customers by providing product and service information and resolving product and service problems.
- Resolves product or service problems by clarifying the customer's issues, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
