Customer Experience Associate I

Remote - Call Center Customer Service Representative position supporting Iowa Medicaid members. Must reside in the State of Iowa and within one hour driving distance of Des Moines, IA.

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.
• Reliable internet access.

Pay

$18.00 per hour (bi-weekly pay).

Schedule

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

Benefits

• Paid training with equipment provided (picked up from Des Moines, IA office).
• Full benefits package from the start, including 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.