Call Center Representative – Medicaid Member Support

Remote in South Carolina — must reside within a 60-mile radius of Columbia, SC. Full-time, 40 hours per week, at $16.00 per hour.

About the Role

As a Call Center Representative – Medicaid Member Support, you'll play a key role in delivering exceptional customer service and resolving complex customer inquiries. You will handle escalated customer issues and provide high-quality service support in a fast-paced call center environment. Your assistance will make a positive difference in the organization you support, and you will resolve inquiries and deliver a positive customer experience while meeting performance goals.

Responsibilities

• Using a computerized system, respond to South Carolina Medicaid member inquiries in a call center environment using standard scripts and procedures.
• Gather information, assess caller needs, research and resolve inquiries, and document calls.
• Provide clear and concise information regarding member eligibility, assist callers with completing their Medicaid applications, and provide updates on their application status.
• Follow documented policies and procedures, including call handling and escalations.
• Act as an advocate for Medicaid members to ensure their needs are met.
• Navigate across multiple computer screens while accessing and reviewing information from various applications.
• Utilize 5 systems to gather information and document in up to 3 systems.

Requirements

• Must be 18 years of age or older.
• High School Diploma or equivalent education required.
• Must be able to submit to a pre-employment screening.
• Legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship.
• Must pass the Call Center – Service Skills Assessment and Internet Speed test.
• A minimum of 1-year call center experience in telephone customer service or related experience.
• Computer literacy and ability to use multiple programs and navigate multiple screens.
• Comfortable working within established processes and procedures.
• Customer service or call center experience preferred.

Preferred Qualifications

• Strong customer service, communication, and problem-solving skills.
• Experience handling escalated customer concerns and complex issues.
• Positive and energetic attitude.
• Ability to communicate clearly and confidently.
• Ability to multi-task and manage time effectively.
• Proficiency in navigating multiple systems and maintaining accurate documentation.
• Attention to detail, grammar, and spelling accuracy.
• One year of medical insurance or medical office experience, preferred.
• Computer system experience with data entry and database documentation knowledge.
• Previous call center or customer service experience.
• Experience handling inbound customer support calls.

Benefits

• Pay rate is $16.00 per hour (bi-weekly pay), which may be your state's minimum wage; please take this into consideration when applying.
• Benefits from day one (medical, dental, vision) for eligible roles.
• PerkSpot – Employee discount program.
• Paid time off and holidays.
• Paid training.
• Equipment provided.
• Career growth and advancement opportunities.
• Supportive and inclusive work environment.
• No weekends.

Schedule

Training is 4 weeks (8:30 am – 5:00 pm EST). After training, the working hours will be an 8-hour shift within the hours of operation. Full-time schedule (40 hrs. per week).

Additional Information

We are currently NOT hiring in the following geographies, including but not limited to: States: AK, CA, HI, MA, IL, MT, NY, & Puerto Rico. Metro Areas: MN – Minneapolis, IL – Chicago, NY – New York City, OR – Portland, MD – Montgomery County, WA – Seattle, Washington, DC.