Call Center Specialist

Title: Call Center Specialist (Temporary) Duration: 3-6 months with option to extend (not to exceed 12 months total) Interview: In-person / Virtual interview depends on manager Locations & Schedule: This is a full time in office position, 8:00 AM - 4:30 PM Monday through Friday. Position Purpose The Call Center Specialist is responsible for placing a high volume of outbound calls, as well as taking inbound calls, ensuring member satisfaction through effective communication, timely resolution of inquiries, and accurate documentation. The role includes maintaining compliance with HIPAA and other relevant regulations, as well as supporting various administrative tasks as assigned. Principal Activities May Include Placing a high volume of outbound phone calls to Medicare members with upcoming plan changes.Ensure all calls are tracked appropriately using the call center tracking application with accurate reporting of agent states in real-time.Adhere to HIPAA regulations to protect the privacy and confidentiality of member information, completing all required compliance training.Provide efficient and knowledgeable responses to member inquiries, ensuring calls are resolved effectively and documented appropriately.Adhere to designated work schedules and break times to ensure optimal coverage and service delivery.Prepare and manage workflow referrals, ensuring timely follow-up and resolution of issues.Support additional tasks and projects as required, demonstrating flexibility and teamwork.Other duties may be assigned as needed. Supervisory Responsibilities: This position does not supervise. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Knowledge, Skills, Abilities And Competency Requirements This position requires basic knowledge of general office practices, recordkeeping procedures, and data entry standards. Knowledge of business English, spelling, grammar, and Microsoft Office applications is essential for preparing accurate correspondence, reports, and documentation. The role requires skill in organizing work, managing multiple tasks, and maintaining attention to detail when reviewing or entering information. Strong communication and customer service skills are necessary to interact effectively with coworkers, providers, and the public in a professional manner. The ability to follow written and verbal instructions, apply established procedures, and handle confidential information appropriately is required. The incumbent must be dependable, adaptable to change, and able to work both independently and as part of a team in a fast-paced environment. Key competencies include reliability, accuracy, teamwork, and accountability. The position requires initiative to complete assigned tasks, a positive attitude toward learning new processes, and a commitment to supporting agency operations through timely and accurate administrative work. Requirements Education and/or Experience: Education and Experience requirements at this level consist of one year of experience in clerical office work; or as a customer service representative; or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience. Education And/or Experience Equivalent combination of education and experience, substituting one of the following for the required experience: Six months of technical or vocational training course work or high school training in business or office machines; ORThe completion of 15 semester hours from a college or university. Preference may be given to candidates with: Experience providing administrative or clerical support in a professional office environment, with an emphasis on outbound calling.Experience working with insurance plan members, health insurance administration, or government programs.Certifications in any of these areas: Customer Service Certification (CSC), Certified HIPAA Professional (CHP)Bilingual proficiencyDegree in Business Administration or Public Administration Required Skills Outbound calls Office Clerk Customer service representative Physical Demands and Work Environment Work is typically performed in an office setting with climate-controlled settings and exposure to moderate noise levels. In the course of performing job duties, employees are required to speak, stand, walk, and reach with their hands and arms. This position requires extended periods of sitting and daily use of computers and phones. Employees must be willing to complete all job-related travel associated with this position. Being present at the office is an essential function of this position.