Long Description

Location & Work Model: This position operates in a hybrid model, requiring on-site presence in Jefferson City, MO, complemented by remote work capabilities. Candidates must be authorized to work in the United States as either a US Citizen or Green Card holder.

Overview: As a Contractor Customer Service Representative (CSR) within our Contact Center, you will play a vital role in supporting participants by collecting and verifying comprehensive social, financial, and medical information. This information is essential to assess eligibility and provide medical assistance benefits through precise data entry and adherence to program protocols.

Key Responsibilities:

• Gather, review, and accurately input diverse social, financial, and medical data to ensure eligibility for medical assistance benefits across multiple platforms and applications.
• Maintain up-to-date, meticulous electronic records reflecting all participant interactions, including actions taken and educational efforts provided, ensuring consistent documentation and follow-up.
• Execute a variety of tasks concurrently, keeping informed of evolving program requirements to maintain compliance and service quality.
• Manage participant inquiries and annual reviews in a timely manner, meeting client needs while adhering to program guidelines and deadlines.
• Communicate agency policies, procedures, and relevant rules clearly and professionally to participants and stakeholders to facilitate understanding and compliance.
• Provide referrals for families, children, adults, or seniors receiving assistance to appropriate community agencies or resources that can offer additional support.
• Achieve or surpass established daily performance metrics including accuracy, customer service standards, and overall quality.
• Engage proactively in training, development sessions, and continuous learning opportunities to enhance professional competence and service delivery.
• Handle inbound and outbound calls professionally within a call center environment, addressing participant inquiries related to eligibility for income maintenance programs, and following up to clarify or gather additional information when necessary.
• Perform additional tasks related to the role as assigned, demonstrating flexibility and commitment to team goals.

Required Experience & Skills:

• Possess a High School Diploma or an equivalent qualification.
• Demonstrate knowledge of mathematical and accounting principles as applied to calculating public assistance benefits accurately.
• Experience in assessing case details and executing decisions that align with established eligibility criteria.
• Understanding of the philosophy, objectives, and general provisions governing public assistance programs.
• Proven ability to manage challenging client behaviors with patience and empathy, including fear, hostility, and aggression.
• Skilled in maintaining organized, accurate records and prioritizing workload effectively to meet strict deadlines.
• Adaptability to changes in policy, procedural updates, and varied work assignments.
• Proficiency in using personal computers and contemporary automated technologies to establish and maintain detailed case records.
• Strong comprehension of federal and state laws as well as program policies and procedures, with the ability to explain and apply them effectively.
• Excellent communication skills for interaction with applicants, recipients, and team members, enhancing understanding and cooperation.
• A commitment to delivering exceptional customer service and fostering positive participant experiences.