Call Center Representative - On-site at HHS Technology Group, Inc.

WHO WE ARE:

At HHS Tech Group (HTG), our work matters, and each of us makes a difference in the lives of people every day.

HTG is a leader in the development and delivery of innovative, purpose-built modular software and technology solutions to clients in the commercial and government sectors.

WHAT WE DO:

HHS Tech Group creates innovative, purpose-built technology products and solutions, resulting in value and positive, quantifiable impact for our clients and the people they serve.

Our people bring our software to life through collaborative relationships with our clients, working as a team, helping to solve complex problems that create positive personal and community impact for the people our clients serve.

Each day, our software products and our people are making a difference.

OUR PEOPLE MATTER MOST:

Improving the lives of others and making an impact daily is no simple task. We are dedicated to our team's professional and personal growth and well-being. Some key rewards and benefits include:

• Generously sponsored Medical Insurance
• Fully paid premiums on dental, vision, life and disability insurance.
• Generous 401k matching program (100% match up to 6%)
• Tuition and Certification reimbursement
• Open PTO policy

Join us!

WHO WE ARE HIRING: Call Center Representative

The Call Center Representative will be responsible for Call center activities and support; focus is on healthcare providers Medicaid enrollment activity and on processing new applications and re-validation procedures pertaining to applications and ensuring enrollment process support for providers.

WHAT YOU WILL DO

The Call Center Representative will gather information, assess caller needs, research and resolve inquiries and document calls. Provide clear and concise information regarding provider status, eligibility and provider enrollment status. Follow documented policies and procedures including call handling and escalations.

The Call Center Representative will possess demonstrated ability to perform well under pressure, meet or exceed deadlines, be a team player and be willing to solve difficult problems. You must have excellent decision-making and critical-thinking skills. Your ability to evaluate and analyze complex information is second to none, and you have a natural desire to help people understand things that are hard to understand.

Responsibilities:

• Identify customer needs, clarify information, and provide solutions and/or alternatives
• Managing inbound calls and making outbound calls to follow-up on previous inquiries related to Medicaid provider enrollments
• Keep records of all conversations and engagements in the call center database
• Build sustainable relationships and engage customers
• Screening, tracking, and processing incoming Medicaid provider enrollments
• Performing provider file updates and file maintenance
• Prepare and respond to audit requests
• Communicating directly with other call center personnel, internal departments, providers, auditors, supervisors, and stakeholders with Medicaid and State Agencies
• Conducts enrollment and update training
• Meet quality controls and production standards
• Occasionally attend training seminars to improve knowledge and performance level
• Other duties as assigned

Minimum Requirements:

• At least 1 year of previous experience in a customer service or support role handling inbound and/or outbound phone calls as well as email inquiries
• Prior experience handling Medicaid related calls
• Ability to work in our Call Center
• Ability to effectively use all available resources to provide the right response or direction quickly
• Skill in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear communication
• Familiarity with CRM systems and practices
• Demonstrated ability to adhere to policies and procedures with flexibility and adaptability
• Customer focus, attention to detail, and the ability to adapt to different personality types
• Ability to multi-task, set priorities, and manage time effectively enough to maintain set performance expectations
• Ability to learn new processes, procedures, software programs and systems quickly
• Ability to work independently as well as in a team environment within an office setting
• Ability to demonstrate proficiency in the use of the MS Office Suite and navigation within the most recent versions of the Windows Operating System
• Understanding of standard HIPAA protocols
• High School Degree

Preferred Requirements:

• 2+ years of previous experience in a customer service or support role handling inbound and/or outbound phone calls as well as email inquiries
• Experience screening, tracking, and processing Medicaid provider enrollments
• Prior experience working in a Healthcare setting and/or Medicaid State Agencies
• Experience in conducting training remotely
• College Degree
• Other relevant experience