Research, verify and resolve inquiries related to Oregon Health Plan (OHP) or Medicare eligibility
Respond and assist members with Primary Care Provider (PCP) assignments
Collaborate with others within Customer Experience and other CareOregon departments to service the member customers
Explain OHP or Medicare benefit coverage; provide additional information about community resources
Collaborate with providers, Division of Medical Assistance Programs (DMAP), and members to ensure effective customer service
Use Call Tracking system to document all communications and activities in relation to members, providers and other customers
Maintain confidentiality for all members
Coordinate mailing of member materials as needed
Treat all members with honesty, courtesy, dignity and respect
Provide members with professional, timely, and competent service
Identify and report any system or process issues; contribute suggestions for improvement
May assist with outbound calls to Medicaid or Medicare members such as welcome and retention calls

Minimum 1 year experience working in customer service or health care
Fluency through language testing in a second language relevant to the population served
Strong computer application skills including MS Windows, Word, Excel and Outlook
Ability to type minimum 35 words per minute preferred
Strong written and spoken communication skills
Strong customer service skills
Ability to interact professionally, patiently and courteously with members in writing and on calls
Strong active-listening skills
Ability to articulate complex issues clearly and understandably
Ability to provide clear and concise information and directions as well as follow instructions
Ability to work in a fast-paced environment and manage multiple tasks
Ability to adhere to a set schedule and maintain excellent attendance
Ability to effectively work with diverse individuals and groups

Health insurance
Retirement plan with employer contributions
Paid time off (PTO)
Paid State Sick Time
Paid holidays
Volunteer time
Jury duty leave
Bereavement leave
Employee assistance program
Wellness program
Discounts and supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings)

Customer Service Representative – Bilingual

Key skills