Customer Service Representative - 10218332

Location: Baton Rouge, La
Date Posted: 12-04-2017
EDUCATION/EXPERIENCE:  High school diploma, GED, or equivalent certification; work experience in the customer service or the health care industry; experience in typing or data entry; and experience handling sensitive and confidential inquiries; good interpersonal and communication skills; ability to quickly learn accurate factual information that will be conveyed; ability to use multiple computer systems to access and input data; ability to work with special needs populations; ability to act professionally and responsibly in stressful or unpleasant situations; ability to follow directions; knowledge of the community to be served; excellent organizational, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; and ability to work as a team member, as well as independently.
POSITION RESPONSIBILITIES:
  1. Provides customer service by managing customer calls, obtaining information from providers, and assessing needs.
  2. Evaluates information received through a phone contact, asks appropriate follow-up questions, solicits additional information, and evaluates the potential impact of the information provided.
  3. Contacts providers through various channels to obtain or follow-up on consumer information.
  4. Maintains updated knowledge of all appropriate provider enrollment and credentialing rules and regulations
  5. Accesses automated systems, updates screens, processes information, enters notes in various systems, communicates with State and Department staff when necessary and prepares and generates appropriate documents.
  6. Works with a diverse population to provide general program information, assistance, and answers to questions about appropriate programs.
  7. Responds to calls, web chats and emails courteously, accurately, and concisely.
  8. Reports any issues of concern and/or problems to the Customer Service Supervisor.
  9. Follows policies and procedures without deviation.
  10. Meets or exceeds production and quality standards set for position.
  11. Occasional weekend and evening hours may be required.
  12. Performs other duties as may be assigned by management.
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