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CareOregon · 7 hours ago

Customer Service Representative I

United States

Full-time

Remote

Entry Level

$18.45/hr - $22.55/hr

1+ years exp

CareOregon is a health care organization providing services related to the Oregon Health Plan, Medicaid, and Medicare. They are seeking a temporary Customer Service Representative I who will be the initial point of contact for members, delivering excellent customer service and assisting with inquiries related to health plan eligibility and benefits.

Health Care

Responsibilities

Research, verify and resolve inquiries related to Oregon Health Plan (OHP) or Medicare eligibility with guidance from Supervisor and Customer Service Operations Specialists

Respond and assist members with Primary Care Provider (PCP) assignments

Learn to collaborate with others within Customer Experience and other CareOregon departments to service the member customers and explain OHP or Medicare benefit coverage; provide additional information about community resources when appropriate

Collaborate with providers, Division of Medical Assistance Programs (DMAP, and members to ensure effective customer service and the resolution of any health plan issues that arise (e.g., issues with eligibility and systems, etc.)

Use Call Tracking system to document all communications and activities in relation to members, providers and other customers

Maintain confidentiality for all members

Coordinate mailing of member materials as needed

Treat all members with honesty, courtesy, dignity and respect

Provide members with professional, timely and competent service

Identify and report any system or process issues; contribute suggestions for improvement

Consistently meet or exceed CareOregon Customer Experience standards and expectations related to quality, production and attendance

May assist with outbound calls to Medicaid and Medicare members such as welcome and retention calls

Qualification

Customer serviceHealth care knowledgeCall center experienceMicrosoft OfficeProfessional interactionActive listeningWritten communicationProblem-solvingTime management

Required

Minimum 1 year experience working in customer service or health care

Ability to learn and apply Oregon Administrative Rules (OARs), Federal laws and other regulatory agencies that relate to the medical health insurance industry and the Medicaid or Medicare industry

Strong computer skills including Microsoft Outlook, Word and Excel

Ability to navigate between multiple documents and internet browsers

Strong customer service skills

Ability to interact professionally, patiently and courteously with members in writing and on calls

Strong active-listening skills

Strong written and spoken communication skills

Growing ability to articulate complex issues clearly and understandably

Ability to provide clear and concise information and directions as well as follow instructions

Ability to proactively learn department processes

Ability to commit to continual improvement in quality and productivity

Ability to participate fully and constructively in department meetings

Ability to work in a fast-paced environment and manage multiple tasks

Research, analytical and problem-solving skills

Ability to adhere to a set schedule and maintain excellent attendance

Ability to work effectively with diverse individuals and groups

Ability to learn, focus, understand, and evaluate information and determine appropriate actions

Ability to accept direction and feedback, as well as tolerate and manage stress

Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day

Ability to hear and speak clearly for at least 3-6 hours/day

Preferred

Work experience in a call center

Ability to type minimum 35 words per minute preferred

Benefits

Medical

Dental

Vision

Life

AD&D

Disability insurance

Health savings account

Flexible spending account(s)

Lifestyle spending account

Employee assistance program

Wellness program

Discounts

Multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.)

Strong retirement plan with employer contributions

PTO

Paid State Sick Time

Paid holidays

Volunteer time

Jury duty

Bereavement leave