Customer Service Representative

Job Title: Contact Customer Service Representative

Location: Jefferson City, MO (Hybrid) / Remote

Duration: Contract (6+ Months)

Pay Rate: $17/HR

Note - This position is 100% remote; however, you will be required to go onsite once to the client's location in Jefferson City to collect your equipment.

Job Description

Responsibilities

• Gather, verify, evaluate, and enter necessary social, financial, and medical information to determine the need and eligibility for medical assistance using various applications.
• Maintain complete and accurate computerized records of participant interactions, including details of actions taken and education provided.
• Perform a variety of tasks while ensuring compliance with current program requirements and maintaining data accuracy.
• Ensure timely processing of participant inquiries and annual reviews to meet client needs and program mandates.
• Explain and interpret agency policies, procedures, and rules governing public assistance programs to clients and other stakeholders.
• Refer families, children, adults, or elderly individuals receiving assistance to appropriate agencies or community resources when necessary.
• Meet or exceed established standards for productivity, accuracy, customer service, and quality.
• Participate in required training and development activities.
• Answer inbound calls in a call center environment regarding initial and ongoing eligibility for income maintenance programs related to medical services, and make outbound calls when additional information or clarification is required.
• Perform other related duties as assigned.

Required Qualifications

• High School Diploma or equivalent.
• Knowledge of mathematics and accounting principles used in the calculation of public assistance benefits.
• Experience assessing case situations and determining appropriate actions in accordance with established eligibility guidelines.
• Knowledge of the general provisions, objectives, and principles of public assistance programs.
• Ability to effectively manage challenging client behaviors, including fear, hostility, and aggression.
• Strong organizational skills with the ability to maintain accurate records and prioritize workload to meet deadlines.
• Ability to adapt to changes in policies, procedures, and work assignments.
• Proficiency in using computers and automated systems to establish and maintain case records.
• Ability to understand, interpret, and apply federal and state laws, program policies, and procedures.
• Strong verbal and written communication skills.
• Exceptional customer service skills.