Contact Customer Service Representative

Job Title: Contact Customer Service Representative
Location: Jefferson City, MO (Hybrid) / Remote
Duration: Contract (6+ Months)
Pay Rate: $17/HR

Position is now opened to remote, but They would need to be in the state of MO. During their interview team will let them know if they are eligible for remote or will need to be hybrid.

Job Description

Responsibilities

• Gather, verify, evaluate, and enter necessary social, financial, and medical information to determine the need and eligibility for medical assistance using various applications.
• Maintain complete and accurate computerized records of participant interactions, including details of actions taken and education provided.
• Perform a variety of tasks while ensuring compliance with current program requirements and maintaining data accuracy.
• Ensure timely processing of participant inquiries and annual reviews to meet client needs and program mandates.
• Explain and interpret agency policies, procedures, and rules governing public assistance programs to clients and other stakeholders.
• Refer families, children, adults, or elderly individuals receiving assistance to appropriate agencies or community resources when necessary.
• Meet or exceed established standards for productivity, accuracy, customer service, and quality.
• Participate in required training and development activities.
• Answer inbound calls in a call center environment regarding initial and ongoing eligibility for income maintenance programs related to medical services, and make outbound calls when additional information or clarification is required.
• Perform other related duties as assigned.

Required Qualifications

• High School Diploma or equivalent.
• Knowledge of mathematics and accounting principles used in the calculation of public assistance benefits.
• Experience assessing case situations and determining appropriate actions in accordance with established eligibility guidelines.
• Knowledge of the general provisions, objectives, and principles of public assistance programs.
• Ability to effectively manage challenging client behaviors, including fear, hostility, and aggression.
• Strong organizational skills with the ability to maintain accurate records and prioritize workload to meet deadlines.
• Ability to adapt to changes in policies, procedures, and work assignments.
• Proficiency in using computers and automated systems to establish and maintain case records.
• Ability to understand, interpret, and apply federal and state laws, program policies, and procedures.
• Strong verbal and written communication skills.
• Exceptional customer service skills.