Customer Experience Associate I

Remote - Call Center Customer Service Representative providing Medicaid Member Support (Tier 1) for the State of Iowa. Must reside in Iowa and within one hour driving distance 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.

Responsibilities

• Problem solve through analysis and ongoing feedback.
• Achieve results through knowledge, empathy, and commitment.
• Work with people of diverse backgrounds.
• Adhere to a break and lunch schedule.
• Demonstrate excellent typing, grammar, and customer service skills.
• Navigate a computer and utilize policy effectively.
• Maintain excellent phone etiquette.

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.
• High School diploma or GED.
• Background check required.
• Must reside within one hour driving distance from Des Moines, IA.

Qualifications

• Excellent typing and grammar skills.
• Ability to navigate a computer.
• Understanding and utilization of policy.
• Excellent customer service and phone etiquette skills.
• Reliable internet access.

Training & Schedule

• Paid training: Monday–Friday, 8:00 AM–5:00 PM for 3–4 weeks, starting September 14th, 2026.
• Full-time position (40 hours per week).
• Shifts: Monday–Friday, 8:00 AM–5:00 PM.

Equipment provided; must be picked up from the 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.