Customer Experience Associate I

Remote - Call Center Customer Service Representative position supporting Medicaid members 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.
• Reliable internet access.

Qualifications

• Ability to problem solve through analysis and ongoing feedback.
• Achieve results through knowledge, empathy, and commitment.
• Ability to work with people of diverse backgrounds.
• Excellent typing and grammar skills.
• Ability to navigate a computer.
• Understanding and utilization of policy.
• Excellent customer service and phone etiquette skills.

Benefits

• Full-time schedule (40 hrs. a week).
• Paid training (3-4 weeks, Monday-Friday 8:00 AM to 5:00 PM) with equipment provided.
• Full benefit options including health insurance, voluntary dental and vision programs, life and disability insurance, retirement savings plan, paid holidays, and paid time off (PTO) or vacation/sick time.
• PerkSpot employee discount program.
• Career growth opportunities.

Pay

$18.00 per hour (bi-weekly pay). The estimated hourly rate for this role is $18.00 per hour. Actual salaries may vary based on factors including location, experience, and performance. This position may also be eligible for a bonus or incentive based on business need.

Schedule

• Training: Monday-Friday 8:00 AM to 5:00 PM (3-4 weeks).
• Shifts: Monday - Friday 8:00 AM to 5:00 PM.
• Full-time position (40 hours per week).