SCOPE OF POSITION: Responsible for assisting “participants” and “employees” enrolled in the Independent Choices - Self Directed Care Program through Public Partnerships (PPL). Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence Accountability, Respect and Teamwork.

ESSENTIAL JOB FUNCTIONS:

1. Respond to Inbound/Outbound call inquiries.
2. Initiate outbound calls to respond to inquiries and to follow-up with previous contacts.
3. Respond to all inquiries in a professional, friendly, and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities.
4. Perform support ticket transaction resolution tasks and administrative functions.
5. Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.
6. Responsible for maintaining adequate records/documentation for audit and internal control purposes.
7. Route mail, email, and other administrative support duties as assigned.
8. Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries.
9. Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities.
10. Present information and respond to questions from groups of managers, clients, customers and the general public.
11. Compose reports, business correspondence, and procedure manuals.
12. Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
13. Ensure AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
14. Adhere to format, content and style guidelines, giving consideration to usability and ensuring accuracy, consistency, and quality.
15. Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
16. Additional duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Must possess intermediate level computer skills (Excel, Word, Power Point and Outlook).
• Type 50 wpm.
• Exceptional skills in business English and spelling.
• Ability to maintain confidentiality.
• Excellent oral and written communication skills.
• Creativity.
• Customer service.
• Ability to meet deadlines.
• Excellent attention to detail.
• Flexibility.
• Ability to work collaboratively and independently to achieve stated goals.
• Initiative.
• Ability to relate professionally and positively with staff, business partners, customers, constituents, members and the public.
• Ability to multitask.
• Ability to prioritize.
• Strong organizational skills.
• Problem solving skills.
• Professionalism.
• Ability to read, interpret and apply laws, rules and regulations.
• Knowledge of quality improvement processes and techniques.
• Valid driver’s license. 
• Time management skills.
• Ability to work overtime as needed.
• Ability to work with persons with disabilities.

Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices):Mobility, reaching, bending, lifting, grasping, ability to read and write ability to communicate with personnel, ability to remain calm under stress. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations. 

EDUCATION:Required: High School Diploma

EXPERIENCE:
Required: 6 months call center experience. 
Desired: 1 year customer service experience. 

INTERNET REQUIREMENTS:Reliable, high-speed wireless internet service (Wi-Fi)
An upload speed of at least 2Mbps is required to support softphone functionality.