Handle inbound Medicaid Long-Term Personal Care calls in a clear, consistent, and professional manner
Gather and document all required information from requestors and recipients
Identify, document, and resolve issues promptly or escalate to the appropriate department as needed
Route calls to the correct units to ensure timely resolution
Adhere to OAAS and CSS departmental timelines and procedures
Complete required monthly telephone monitoring and quality assurance requirements
Maintain accurate records in accordance with policies, procedures, and confidentiality standards
Demonstrate effective time management while meeting productivity and quality expectations

High school diploma or GED equivalent
Minimum of two (2) years of customer service or call center experience
Proficiency in Microsoft Office (Excel, Outlook, Word)
Strong verbal, written, and interpersonal communication skills
Ability to work independently and demonstrate sound judgment
Proven ability to manage multiple tasks simultaneously in a deadline-driven environment
Strong attention to detail and organizational skills
At least one (1) year of experience working with older adults or persons with disabilities (preferred)
Knowledge of healthcare environments, elderly populations, or adults with disabilities (preferred)
Familiarity with Medicaid programs and services (preferred)

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

Customer Experience Associate I

Key skills