CALL CENTER CUSTOMER SERVICE REPRESENTATIVE

• Educates Medicaid enrollees 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 public seeking information and assistance with
  redetermination process and form completion; creates a three-way call with Illinois Medicaid
  Redetermination Project staff to support the caller’s 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 redetermination 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 payors 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
• Performs other duties as assigned

• High School Diploma or GED is required (Copy of diploma/transcript is due at the time of interview).
• A minimum of 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 college or technical school is preferred.
• Three (3) years of experience associated with screening/processing of individuals seeking hospital system or Medicaid managed care plan is preferred.
• Prior experience in Medicaid, managed care, or human services with customer contact by telephone is preferred.
• Call Center experience in a healthcare related organization is preferred.
• Bilingual in one or more of the following: English/Spanish, English/Polish, English/Mandarin or English/Arabic (May be required based on need)

• 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
  
• Must be able to travel to work sites throughout Cook County

VETERAN PREFERENCE
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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:

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.

• 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 bust be presented at time of interview.