Provider Relations - Call Center Associate

About the role

As a Customer Experience Associate, you will be supporting our Medicaid provider community as the first point of contact. You will answer questions concerning their accounts, identify customer needs, resolve problems, provide important information, and maintain customer profiles.

Responsibilities

• Using a computerized system, respond to Montana Medicaid provider inquiries in a call center environment using standard scripts and procedures.
• Identify customer needs, answer questions, or resolve problems.
• Use the tools provided to guide customer conversations.
• Provide customers with important information while communicating in a warm, empathetic manner.
• Gather information to keep customer profiles and accounts up to date.
• Verify documentation and images.
• Attend scheduled staff meetings.
• Complete required assigned training.
• Track daily tasks for quality review.
• Provide exceptional customer service.
• Communicate with team members or supervisors about any issues or discrepancies.
• Handle confidential information with integrity and discretion.
• Comply with data integrity and security policies.
• Perform other clerical or administrative tasks as needed.

Qualifications/Skills

• High School Diploma or GED required; some college preferred.
• Experience working with Montana Medicaid is preferred.
• Basic computer skills and familiarity with Microsoft.
• Prior office or administrative experience.
• An ability to communicate clearly and professionally with co-workers, clients, and providers.
• An attention to detail, grammar, and spelling accuracy skill set.
• Legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship.
• The ability to successfully pass a pre-employment screening.
• Call center experience is preferred.
• Knowledge of healthcare or insurance terminology is preferred.
• Computer system experience with data entry and database documentation knowledge is preferred.