Experienced Remote Level 2 Call Center Customer Service Representative – Medicaid Support and Enrollment Specialist

Introduction to Vision Financial Services Vision Financial Services is a leading provider of financial services, dedicated to making a difference in the lives of our customers. Our company values are at the heart of everything we do: Make a Difference, Help First, Straight Talk, Grow or Die, and Victor, Not Victim. We are committed to providing excellent customer service and support to our clients, and we are seeking an experienced and skilled Level 2 Call Center Customer Service Representative to join our team. Job Overview We are looking for a highly motivated and customer-focused individual to fill the role of Level 2 Call Center Customer Service Representative. As a Senior Customer Service Representative, you will be responsible for providing exceptional customer service and support to Indiana Medicaid members, answering inquiries related to their Medicaid coverage, benefits, and enrollment. You will be working in a fast-paced call center environment, managing a high volume of calls while maintaining accuracy and providing excellent customer service. Key Responsibilities Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment, providing clear and concise information and resolving issues in a professional and courteous manner. Meet individual and team performance goals, focusing on accuracy, quality, and productivity metrics. Maintain accurate and up-to-date member records and documentation of all interactions in the call center system, utilizing various systems and software applications to assist members. Transfer calls to the client's call center as appropriate, following up with supervisor on call resolution in a timely manner. Adhere to the company's values and policies, including confidentiality and protection of confidential information, and treat clients, members, patients, guests, staff, and others with care, courtesy, and respect. Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: High school diploma or GED. Ability to handle complex accounts with little to no assistance. Ability to use non-conformity to escalate issues. Ability to pass a knowledge assessment. Excellent interpersonal and communication skills, both verbal and written. Ability to accurately communicate summary information in a written format. Working knowledge of Microsoft Office and auto-dialer tools. Demonstrated ability to efficiently manage multiple systems and software applications simultaneously. Critical thinking and listening skills, with the ability to identify and resolve problems independently. Conflict resolution and negotiation skills, with the ability to build superior rapport with members and staff. Empathetic and sincere, with excellent verbal communication skills and the ability to explain complex information to a diverse population of members. Familiarity with medical terminology, with the ability to explain healthcare benefits and ensure each member's needs are appropriately met. Ability to type at a minimum of 45 wpm. Preferred Qualifications While not essential, the following qualifications are preferred: One or two years' experience in insurance, preferably in a call center environment. Knowledge of Medicaid and experience working with Medicaid members. Experience with Artiva software and accounts payable experience. Bi-lingual, with the ability to communicate effectively with non-English speaking members. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Excellent customer service skills, with the ability to provide exceptional service to members and staff. Strong communication and interpersonal skills, with the ability to build rapport with members and staff. Ability to work in a fast-paced call center environment, managing multiple calls and priorities simultaneously. Strong problem-solving and analytical skills, with the ability to identify and resolve problems independently. Ability to work effectively in a team environment, with a strong focus on teamwork and collaboration. Strong attention to detail, with the ability to maintain accurate and up-to-date records and documentation. Career Growth Opportunities At Vision Financial Services, we are committed to the growth and development of our employees. As a Level 2 Call Center Customer Service Representative, you will have the opportunity to develop your skills and knowledge, with opportunities for advancement and professional growth. You will be working in a dynamic and supportive environment, with a team of experienced professionals who are dedicated to providing exceptional customer service. Learning and Development We offer a range of training and development programs, designed to help you develop your skills and knowledge. You will have the opportunity to participate in ongoing training and development programs, including: Medicaid training and certification programs. Customer service training and development programs. Leadership and management training programs. Technical training and development programs, including Microsoft Office and auto-dialer tools. Work Environment This job operates in a professional office environment, with standard office equipment such as computers, computer phone headsets, and phones. You will be working in a remote environment, with the ability to work from home and manage your own schedule. You will be required to work a minimum of 8 hours per day, with some evening and weekend work required as job duties demand. Physical Demands While performing the duties of this job, you will be regularly required to talk or hear. You will frequently be required to sit, use hands to finger, handle or feel, and reach with hands and arms. You will be required to lift up to 15 pounds at times, and you will be working in a prolonged sitting position at a desk and working on a computer. Compensation and Benefits We offer a competitive salary and benefits package, including: 401(k) retirement plan. Dental insurance. Health insurance. Paid time off. Vision insurance. Conclusion If you are a motivated and customer-focused individual, with a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity. As a Level 2 Call Center Customer Service Representative, you will be working in a dynamic and supportive environment, with a team of experienced professionals who are dedicated to providing exceptional customer service. You will have the opportunity to develop your skills and knowledge, with opportunities for advancement and professional growth. Don't miss out on this exciting role – apply now! Apply for this job