Customer Experience Associate I

Remote - Call Center Customer Service Representative position for Medicaid Member Support – Tier 1, serving the State of Iowa. Must reside in Iowa and within one hour of Des Moines.

About The Role

• Act as initial point of contact for inquiries from potential and existing Iowa Medicaid Program recipients and affiliates.
• Provide one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles.
• Accurately document enrollment requests and status changes.
• Enter application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone.
• Maintain technical and program policy proficiency in the Iowa Family Care rules/guidelines and other related program policies.
• Provide clear, complete, accurate, and objective information based on a full understanding of program requirements.

Requirements

• Basic understanding of a call center environment in a customer service role and quality monitoring processes.
• Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers.
• Ability to problem solve through analysis and ongoing feedback.
• Achieve results through knowledge, empathy, and commitment.
• Ability to work with people of diverse backgrounds.
• High School diploma or GED.
• Background check required.
• Must reside within 1 hour driving distance from Des Moines, IA.
• Excellent typing and grammar skills.
• Ability to navigate a computer.
• Ability to understand and utilize policy.
• Excellent customer service and phone etiquette skills.
• Reliable internet access.
• Ability to adhere to a break and lunch schedule.

Training & Schedule

• Paid training: Monday–Friday, 8:00 AM–5:00 PM for 3–4 weeks.
• Full-time schedule: Monday–Friday, 8:00 AM–5:00 PM (40 hours per week).
• Equipment provided; must pick up from Des Moines, IA office.

Pay

$18.00 per hour (bi-weekly pay).

Benefits

• Full benefits package available from the start.
• Health insurance coverage.
• Voluntary dental and vision programs.
• Life and disability insurance.
• Retirement savings plan.
• Paid holidays and paid time off (PTO) or vacation and/or sick time.
• PerkSpot – Employee discount program.
• Career growth opportunities.