Customer Service Representative

The Customer Service Representative (CSR) is the primary point of contact for Marketplace Affordable Care Act enrollees seeking assistance with their healthcare benefits. Based in our Winchester, Kentucky call center, this role requires a compassionate, knowledgeable role in developing and empowering our Customer Service Representatives (CSRs) to deliver exceptional support to Medicare and Medicaid beneficiaries. This role is responsible for designing, delivering and evaluating comprehensive training programs focused on CMS regulations, healthcare benefit knowledge, customer service best practices and effective call handling techniques. The Trainer will ensure all CSRs are equipped with the knowledge and skills necessary to provide accurate empathetic, and compliant assistance to CMS recipients.

• High School diploma or GED required
• 3-months or more experience in a call center or customer service environment preferred.
• Previous experience with computers, phone systems, and headsets preferred.
• Successfully pass pre-employment (post offer) background check.
• Handling incoming and outgoing calls with patience, tact, and courtesy.
• Enter information into computer database as required, while following   instructions and conducting a scripted interview.
• Attend meetings and trainings to maintain current client information on regulations, policies, and procedures.
• Escalates calls to supervisor when necessary and appropriate.
• Adheres to client-specific policies including, but not limited to, confidentiality and privacy.
• Tracks call-related information for auditing and reporting purposes
• Provides feedback on call issues related to downtime and/or training issues
• Contribute positively to a work environment that is flexible, adaptable, and team based
• Provide, receive, and seek feedback in a positive manner to encourage team building
• Participate in the development and attainment of team and operational goals
• Be respectful and courteous while working in a fast-paced work environment
• Maintain a positive attitude about workloads and expectations