Bilingual Enrollment Specialist CKC

SCOPE OF POSITION: 
Support AFMC’s Connecting Kids to Coverage (CKC-CHIP) project by assisting individuals—particularly parents, guardians, and pregnant individuals—with applying for or renewing Arkansas Medicaid and CHIP coverage. This role involves direct client interaction via phone and web chat, providing culturally and linguistically appropriate guidance on eligibility, documentation, and enrollment processes. Collaborate with internal teams to ensure timely, accurate, and compassionate support. Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect, and Teamwork.

ESSENTIAL JOB FUNCTIONS:
1.    Assist individuals with Medicaid/CHIP applications and renewals via phone, and web chat.
2.    Provide accurate information on eligibility requirements, required documentation, and enrollment status.
3.    Conduct follow-up to ensure successful enrollment and receipt of insurance materials.
4.    Document all interactions and outcomes in AFMC’s CRM system (Salesforce).
5.    Support cultural and linguistically appropriate outreach, including use of interpreters and translated materials.
6.    Maintain comprehensive knowledge of specialty areas, pertinent organizations, and health care environment. This includes contract deliverables, policies and procedures, resources, current research, reports, and trends
7.    Communicate effectively with customers and/or recipients. Develop and maintain working relationships as necessary to meet contract deliverables of specialty area project.
8.    Act as a resource to internal and external customers for information pertaining to specialty area focus.
9.    Understand and utilize project-tracking database to document and monitor services/activities provided and to compile a comprehensive database of activity. Maintain accurate statistical data to meet contractual and other reporting requirements.
10.    Coordinate the timely collection and data entry of all required documentation.
11.    Assist in the creation and maintenance of necessary reports/documents to track and report project information. Prepare ad hoc reports and/or statistics as directed.
12.    Monitor specific items within the area of focus, provide recommendations/feedback to internal for quality improvement and follow through for compliance of recommendations for improvement.
13.    Communicate needs and requests to other team members as appropriate.
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
•    Strong oral and written communication skills
•    Creativity
•    Customer service
•    Ability to meet deadlines
•    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
•    Project management skills
•    Ability to read, interpret and apply laws, rules, and regulations
•    Knowledge of quality improvement processes and techniques
•    Time management skills
•    Ability to work overtime as needed
 

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 and ability to travel as needed. Must be able to lift and transport 25 pounds. Must be capable of performing the essential job functions of this job, with or without reasonable accommodation. 

EDUCATION:
Required: High School Diploma.  
Preferred: CMS Navigator or Certified Application Counselor (CAC) certification 

EXPERIENCE:
Required: Bilingual English/Spanish. Two (2) years’ experience within the healthcare arena and customer relations.
Preferred: Thorough understanding of Arkansas Medicaid/CHIP. 

INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi-Fi)
An upload speed of at least 5Mbps is required to support softphone functionality.