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Customer Care Associate - Medicaid Call Center

Customer Care Associate - Medicaid Call Center

Conduent Business ServicesTopeka, KS, United States
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Job Description :

As part of the KanCare Clearinghouse Program, the Customer Service Representative (CSR) will provide quality customer service in the KanCare Contact Center. The position is responsible for gathering thorough documentation and entering information into various systems

Essential duties may include, but are not limited to :

  • Dedicated and trained specifically for supporting KDHE’s programs, systems, policies, and procedures
  • Answers questions about the eligibility process and provides general program information for Family Medical and E&D / LTC Programs
  • Responds to calls courteously, accurately, and concisely
  • Provides a high-quality customer service and focuses on the accuracy of information provided
  • Evaluates information received through a phone contact and asks appropriate follow-up questions, solicits additional information, and evaluates the potential impact of the information provided
  • Use standard technology : telephones, e-mail, and web browsers
  • Maintain with up-to-date knowledge of regulations, policies, and guidelines
  • Complete all assigned training as necessary

Minimum Qualifications / Experience

  • High School diploma or GED equivalent; post-secondary education preferred
  • Minimum of six (6) months’ experience in customer service

    • Preferred Skills or Knowledge :

  • Minimum of six (6) months’ experience in Family Medical Medicaid eligibility
  • Knowledge of Medicaid and managed care programs
  • Bilingual Spanish / English with the ability to speak and read both languages fluently.
  • Strong computer skills with the ability to maneuver in complex software systems
  • MS Office, Outlook, and Internet usage experience
  • Active listening skills
  • Customer orientated
  • Ability to adapt / respond to different types of characters
  • Able to multi-task, prioritize, and manage time effectively
  • Must possess good interpersonal and communication skills both verbally and in writing including knowledge of basic grammar, spelling & punctuation
  • Requires excellent data entry skills the ability to type 28-30 minutes per minute accurately
  • Willingness to work part of a team
  • Maintain the integrity and confidentiality of all records and communications
  • All other duties as assigned.

    • Pay Transparency Laws in some locations require disclosure of compensation and / or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and / or sick time. The estimated hourly rate for this role is $16.25 / hr

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    Call Center Associate • Topeka, KS, United States