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Job Description:  Contact Center CSR 

Summary

Contact Center Customer Service Representatives (CSRs) perform a wide range of tasks related to Missouri Medicaid (MO HealthNet or MHN) eligibility determination or recertification.  Responsibilities can include completing any task necessary to assist in the determination of MHN eligibility including processing applications, updating case information, and processing case reviews.  Work is conducted via phone or through offline systems.  Processes can be lengthy and intricate.  CSRs must be adaptable as tasks vary throughout the day. Qualified candidates possess at least two years of experience in telephone customer service and problem resolution. They must have excellent reading and comprehension skills and be proficient in interpreting and applying federal and state laws, program policies, and procedures.  The role demands the ability to thrive in a fast-paced environment with high call/task volume, requiring minimal idle time between tasks. 

Job Description

•Answers calls from participants regarding initial and continuing eligibility for income maintenance programs related to medical services.

•Gathers, verifies, evaluates, and enters necessary social, financial, and medical information to determine the need and eligibility for medical assistance into various applications.

•Maintains complete and accurate computerized records of participant interactions including details of action taken and education provided.

•Performs a variety of diverse tasks while continuing to maintain currency and accuracy of program requirements.

•Ensures timely processing of participant inquiries/annual reviews to meet client needs and program mandates.

•Explains and interprets agency policy, procedures, and rules governing public assistance programs to clients and other individuals.

•Refers families, children, adults, or aged receiving assistance to other agencies or community resources, as necessary.

•Meets or exceeds daily standards for performance, accuracy, customer service, and quality.

•Participates in training activities as needed.

•Performs other related work as assigned.

Experience/Skills

•Introductory knowledge of mathematics and accounting principles used in the calculation of public assistance benefits.

•Introductory knowledge of techniques to assess case situations and determine the most appropriate course of action to ensure conformity with established eligibility guidelines.

•Introductory knowledge of the general provisions, objectives, and philosophy of public assistance programs.

•Skill in handling client behaviors such as fear, hostility, and aggression.

•Ability to maintain accurate and systematic records, to organize and prioritize the workload to meet assigned timeframes.

•Ability to adapt to changes in policy, procedures and work assignments.

•Ability to operate a personal computer and use automated technology to establish and maintain case records.

•Ability to understand, explain and apply federal and state laws, program policy and procedures.

•Ability to communicate effectively with applicants, recipients, the general public, and other employees.

•Exceptional customer service skills.