Remote Call Center Customer Service Representative

Conduent is a company that delivers mission-critical services and solutions on behalf of Fortune 100 companies and governments. They are seeking a Remote Call Center Customer Service Representative to provide support for Iowa Medicaid Program inquiries and assist applicants through the enrollment process.

Responsibilities:

• Act as initial point of contact for inquiries from potential and existing Iowa Medicaid Program recipients and affiliates
• Provide one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles
• Accurately document enrollment requests and status changes
• Enter application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone
• Maintain technical and program policy proficiency in the Iowa Family Care rules/guidelines and other related program policies
• Provide clear, complete, accurate, and objective information based on a full understanding of program requirements

Requirements:

• Basic understanding of a call center (high volume calls) environment in a customer service role and quality monitoring processes
• Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers from diverse backgrounds
• Ability to problem solve through analysis and ongoing feedback
• Achieve results through knowledge, empathy, and commitment
• High School diploma or GED
• Background required
• Must reside within 1 hour driving distance from Des Moines, IA
• Ability to adhere to a break and lunch schedule
• Excellent typing and grammar skills
• Ability to navigate a computer, understanding/utilizing policy
• Excellent customer service and phone etiquette skills
• Reliable internet access
• Attendance must be excellent, with employees maintaining a reliable and consistent work schedule, arriving on time for all scheduled shifts, and minimizing unplanned absences