EDUCATION/EXPERIENCE: Minimum high school diploma or GED; previous experience in a customer service role, preferably in a call center or health services enrollment environment; understanding of the needs and problems faced by disadvantaged population; previous experience with computers, phone systems and headsets preferred; excellent organizational, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; and the ability to work as a team member, as well as independently.
Responds to and documents enrollment and general inquiry calls.
Provides responses to questions, and refers callers to alternate sources when appropriate.
Assists MA Consumers with choosing PH-MCOs and PCPs by providing education and objective information.
Assists MA Consumers with PH-MCO and PCP transfers.
Educates MA Consumers by providing information regarding physical and behavioral health services and service providers under the HealthChoices Program, ACCESS Plus and Voluntary Managed Care Programs.
Maintains updated knowledge of the EAP and the HealthChoices, ACCESS Plus and Voluntary Managed Care programs.
Maintains knowledge of State systems necessary to perform job duties.
Maintains updated knowledge of managed care plans that are available to MA Consumers.
Performs data entry as required, including entering enrollments for MA Consumers.
Participates in outreach activities, as required.
Reports any issues, concerns, and problems to the Call Center Supervisor.
Meets all standards established for this position as outlined in the attached performance criteria.
Performs other duties as may be assigned by management.
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