CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

Job Number: 00121560

Full-time Shift Start Time: 11:00 A.M. Shift End Time: 7:00 P.M.

Posting Salary: $20.169

The Call Center Customer Service Representative (CSR) is responsible for call center-based education, proactive outreach, and enrollment of eligible enrollee into the financial assistance programs. Ensures that enrollee understand the financial assistance programs available i.e., charity care, Medicaid, and health insurance available through the Affordable Care Act (ACA). Utilizes knowledge of the Finance Revenue Cycle Department’s policies, procedures and guidelines as well as Medicaid/Re-determination Process, and Managed Care to handles patient complaints and propose suitable solutions. Utilizes best practices and performs all duties in accordance with Cook County Health & Hospitals System (CCHHS) and departmental standards, policies and procedures.

Typical Duties

• Educates Medicaid enrollee of plan options including information on the mandatory managed care choice process
• Assists Non-Medicaid individuals with application screening questions and details on how to apply for financial assistance programs
• Answers questions from patients, providers and the general public seeking information and assistance with re-determination process and form completion; creates a three-way call with Illinois Medicaid Re-determination Project staff to support the callers inquiry
• Provides information and assistance for re-instating or re-applying for coverage to those who have recently lost Medicaid or cash assistance coverage due to failure to complete in a timely manner the re-determination process
• Offers information on other resources or coverage for those who are not eligible for Medicaid or financial assistance programs
• Verifies demographic information of applicants and members for inbound calls for the purpose of updating with the State of Illinois Department of Health Services, Third Party Administrators and other payor’s as necessary
• Communicates with quality assurance, patient relations and patient advocates to support the commitment to quality customer service
• Escalates complex customer inquiries or complaints to the supervisor or manager
• Makes corrections to selected registration errors identified by during the quality review process

• High School Diploma or GED is required
• Two (2) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services is required
• Must be able to travel to work sites throughout Cook County is required

• Associate’s Degree or equivalent from a college or technical school
• Three (3) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services within a multi-hospital system or Medicaid managed care plan
• Prior experience in Medicaid, managed care or human services with customer contact by telephone
• Call Center experience in a healthcare related organization
• Bilingual in one or more of the following: English/Spanish, English/Polish, English/Mandarin or English/Arabic (May be required based on need)

Knowledge, Skills, Abilities and Other Characteristics

• Thorough knowledge of web based application processing system, Cerner, eligibility verification system, Illinois Department of Human Services application benefits eligibility systems
• Proficiency with Microsoft Office Suite
• Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient population composed of diverse cultures and age groups
• Strong interpersonal and team skills
• Strong customer service skills
• Ability to maintain confidentiality and adhere to HIPPA standards
• Demonstrate strong customer service, email and phone etiquette skills with strong response times
• Demonstrate analytical and organizational, problem-solving, critical thinking, and conflict management/resolution skills
• Demonstrate attention to detail, accuracy and precision
• Ability to Educate Medicaid enrollees of plan options including mandatory managed care choice process
• Ability to complete annual educational requirements
• Ability to prioritize, plan, and organize projects and tasks
• Ability to multi-task and meet deadlines in a fast paced, high output and stressful environment
• Ability to adhere to department policies and standards utilizing best practices
• Ability to maintain a professional demeanor and composure when challenged

PLEASE READ

When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service

To take advantage of this preference a Veteran must:

• Meet the minimum qualifications for the position.
• 
  Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, “Are you a Military Veteran?”
• 
  Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable

OR

• A copy of a valid State ID Card or Driver’s License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.

If items are not attached, you will not be eligible for Veteran Preference

VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER’S LICENSE AT TIME OF INTERVIEW.

Benefits Package

• Medical, Dental, and Vision Coverage
• Basic Term Life Insurance
• Pension Plan and Deferred Compensation Program
• Employee Assistance Program
• Paid Holidays, Vacation, and Sick Time
• You may also qualify for the Public Service Loan Forgiveness Program (PSLF)

For further information on our excellent benefits package, please click on the following link: http://www.cookcountyrisk.com

• Degrees awarded outside of the United States with the exception of those awarded in one of the United States’ territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.

• Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.

• CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.

COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER