Palmetto GBA Customer Advocate 1

Peckham Inc. - Palmetto Customer Service Advocate

Position Summary:

Under close supervision, as a Peckham, Inc. Customer Service Advocate, the Tier 1 Customer Service Representative accepts and responds to phone inquiries from Medicare and Medicaid providers.

Minimum Hiring Requirements:

• High School Diploma or equivalent
• Have a qualifying disability
• English language proficiency; both written and verbal
• U.S. Citizen
• No criminal misdemeanor or felony record
• A neat/quiet room/home office space designated for remote work that meets requirements.
• A High-Speed Internet connection that meets minimum technical requirements.

Essential Duties and Responsibilities:

• Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.  Accurately documents inquiries.
• Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.
• Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.
• Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
• Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.
• Respond to telephone inquiries within the set departmental staffing and time parameters. 
• Adhere to the Privacy Act as it relates to the confidentiality of information released.
• Continually look for and suggest process improvements, which will benefit Peckham and our customers (internal and external).
• Maintain up-to-date knowledge of CMS regulations and policies as they apply.
• Utilize databases and written materials to look up and provide information to telephone inquiries.
• Maintain appropriate documentation of phone inquiries.
• Assist with the delivery of internal employee training for new and temporary employees as requested.
• Follow protocol and apply sensitivity and discretion in handling confidential information
• Must be sensitive to cultural diversity and able to work with people from various backgrounds.
• May be required to work Peckham scheduled holidays.  Overtime may be required.
• Other duties as assigned.

Minimum Requisite Skills and Knowledge

• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• Ability to control the pace and flow of the inquiry/request and manage call time effectively
• Ability to follow protocol and apply sensitivity and discretion in handling confidential information
• Ability to gather information to determine customers’ needs; apply problem solving skills and resolve the inquiry/request effectively
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
• Ability to respond to inquiries in English; both written and verbal
• Ability to take direction within a team setting and complete team related work promptly
• A High-Speed Internet connection that meets minimum technical requirements of Uploads speed 5Mbps and Downloads 10 Mbps. Internet speed test required after interview.
• High speed internet must be cable or DSL. Candidates will be required to provide internet provider information.

Key Competencies

• Fluent in English
• Customer service orientation
• Problem analysis and problem-solving
• Ability to work independently and as part of a team
• Adaptability
• Planning and organization
• Attention to detail
• Stress tolerance

Training and Continuous Education:
This position may require initial training, on the job training, subsequent training and continuing education, all of which will be outlined and facilitated by the training department or some other approved means. 

Security:
Many of the positions through the Business Services Division require a security clearance.  Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.

Successful candidates will be required to undergo a 5-panel drug test as part of the pre-employment screening process.

To determine if you are a potential candidate for this position, we will review the following:

• Criminal history
• Employment history

Qualifications: 
To perform this job successfully, an individual must be able to perform each essential duty to a satisfactory level. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Physical Demands: 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the individual will be required to multitask.  The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift.  Individuals will be required to be mobile throughout the building. 

WORK ENVIRONMENT

Individuals will work from their homes for their scheduled shift.  Customer Service Advocates will work individually, and therefore are required to work well independently, However, they will also be a member of a team and therefore must be able to work in a virtual team atmosphere.  The tasks of the call center are repetitive in nature.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Other Information:

The above job description describes the general nature and level of work to be performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Peckham, Inc. is an equal opportunity/affirmative action employer and is operated in accordance with a policy which does not permit discrimination because of race, color, sex, age, handicap, national origin, or any other artificial characteristic.

SPECIAL NOTES

These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled.  Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at jobs@peckham.org
• Call us at (517) 316-4000
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line:

Location:

Worker Sub-Type: