CCSB Call Center Representative I

Job Description Summary

Position reports directly to the Supervisor, Pinnacle Small Business Call Center (CCSB). This position provides consultative telephonic and web-based assistance to Agents, Certified Enrollment Counselors, Qualified Health Plans (QHP), federal and state agencies and other stakeholders in Health Benefit Exchange administration. The incumbent will provide customer service support to clients by instructing them on correct eligibility management procedures and troubleshoot application issues and concerns.

Qualifications

• High School diploma or GED and one (1) to three (3) years of experience in customer service within a call center environment, preferably within a technical support role.
• Experience in the healthcare industry especially with a health benefits company or a federal, state benefit program a plus.
• Knowledge of Health Benefits Exchange (HBEX), eligibility requirements and the application and enrollment processes preferred.
• Strong written and verbal communication skills, including a very clear and concise speaking voice, and active listening.
• Demonstrated skills in time management and team building.
• Strong ability to research and resolve technical issues and/or client problems as they arise with minimal direction.
• Knowledge of government regulations, federal, state, and local health benefit programs preferred.
• Ability to retain and apply knowledge of the various operations of the organization, products, and services, in order to provide excellent customer service support.
• Strong ability to learn new software and navigate multiple systems at once.
• Must have strong knowledge of Customer Relationship Management (CRM) software.
• Ability to adapt to a constantly changing environment.
• Basic Computer Experience And Keyboarding Skills.
• Bilingual in Spanish, Chinese, Korean, and Vietnamese is a plus.

Duties And Responsibilities

• Customer Advocate:
• Foster and build working relationships with Agents, Certified Enrollment Counselors, federal and state agency contacts.
• Must become the subject matter expert for PCMI, State Provided Programs and HealthCare.Gov.
• Serve as a representative of the Agent by displaying professionalism, knowledge, and discretion in all interactions with other members of the Agent’s community and their customers.
• Adhere to the call center Quality Guidelines to ensure the best phone support to our callers.
• Call Center Support:
• Be a key contributor to meeting our contractual obligations to PCMI.
• Maintain and service safety equipment (e.g., smoke detector, fire extinguisher, first aid kit).
• Thoroughly document information, activities and changes in the database and inquiry outcomes for accurate tracking and analysis.
• Provide telephonic and web-based outreach to provide informational support to assist with all aspects of the application process within the Covered California systems from sign up to termination.
• Identify, initiate, and implement at least one process improvement and/or innovation annually.
• Other:
• Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members.
• Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning, and executing work helpfully and collaboratively.
• Be willing to adjust efforts to ensure that work and attitude are helpful to others, be self-accountable, create a positive impact, and be diligent in delivering results.

Physical Demands/Work Environment

While performing the duties of this job, the employee is regularly required to communicate with others. The employee frequently is required to move around the office. The employee is often required to use tools, objects, and controls. This noise level in the work environment is usually moderate.

Compensation

$38,625.60- $48,750 with a rich benefits package that includes profit-sharing.