Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county,
or state agency representatives for service and/or when problems or concerns occur.
- Investigate and resolve complex and escalated issues resulting from multiple channels.
- Complete research of beneficiary contact history and report findings to management.
- Process enrollment/dis-enrollment and other transactions as requested in accordance with
production and quality goals and standards set for the position.
- Maintain updated knowledge of the program including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client.
- Maintain knowledge of contract compliance provisions.
- Participate in special projects, as assigned.
- Provide backup to the Central Operations production staff to include contact center, forms
processing, research, and mail room functions.
- Identify issues and/or problems affecting the Central Operations teams and promptly report to
management.
- Provide performance feedback to management team regarding team members. Recommend procedural or process changes to improve accuracy and/or efficiency.
- Review knowledge base content for accuracy and make recommendations for improvements.
- Participate in the development and delivery of training, as necessary.
Pay rate is 23/h
Hours: 8:30am to 5pm.
Quarterly incentive up to $150 performance based.
Requirements:
- High school diploma or GED required and 2+ years of relevant professional experience required,
or equivalent combination of education and experience.
- Excel and WORD
- Typing
Job Type: Full-time
Pay: $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
- Call center
- In-person
- Office
Ability to Relocate:
- Harrisburg, PA 17101: Relocate before starting work (Required)
Work Location: In person