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Customer Care / Call Center Representative

BCforward East Hartford, CT

  • Posted: over a month ago
  • Contractor
Job Description

BCforward is currently seeking highly motivated Customer Care / Call Center Representative for an opportunity located at East Hartford CT

 

Position Title: Customer Care / Call Center Representative 

Location: East Hartford CT

Expected Duration: 12+ month’s possibility of Extension or Permanent 

 

JOB DESCRIPTION:  

Reports directly to a Call Center Supervisor. Provides courteous and accurate one to one telephone contact with HUSKY consumers, assisting in providing program, account information and password reset assistance for the online Consumer Portal. Use the designated system to document calls, requests, and status information.
Essential duties may include, but are not limited to:
• Act as initial point of contact for inquiries from potential and existing HUKSY beneficiaries.
• Provide one-to-one telephone contact with consumers and providers.
• Assist with password resets.
• Accurately respond to incoming calls received by the call center.
• Accurately document all interactions with consumers.
• Maintain technical and program policy proficiency in the HUSKY Health rules/guidelines and other related program policies.
• Properly forward calls to Call Center Leadership or other CT agencies per procedures.
• Provide clear, complete, accurate and objective information based on full understanding of program requirements.
• Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.
• Work with consumers in difficult situations.
• Handle and data enter complaints in accordance with approved policies and procedures.
• Research inquiries as needed
• Report any technical problems with equipment, systems, or facilities to Call Center Manager
• Meet and exceed daily standards for calls answered accuracy, customer service, and quality.
• Participate in training activities as needed.
• Participate in and contributes to the quality improvement process.
• Other duties as may be assigned.

Minimum Experience Requirements (Candidates must have at least one of the following):
• Associates degree from an accredited college or university preferred.
• Two (2) years minimum experience in call center environment.
• Two (2) years minimum experience in a healthcare field.

Additional Experience
• Knowledge and operational experience in Medicaid and/or CHIP programs a plus.
• General knowledge of public health, Medicaid and human services systems preferred.

Required skills/abilities
• Ability to provide Exemplary Customer Service and achieve results through respect, empathy, knowledge, and commitment.
• Knowledge of Medicaid and managed care programs.
• Basic understanding of a call center environment and quality monitoring processes
• Ability to establish and maintain effective working relationships with Consumers and co-workers.
• Ability to problem solve through analysis and ongoing feedback.
• Ability to work with people of diverse backgrounds.
• Data entry skills to include accuracy and spelling
• Ability to handle multiple tasks and meet deadlines, flexibility under pressure
• Ability to maintain strict confidentiality
• Ability to maintain self-control under stressful situations.
• Ability to work independently and maintain accountability
• Excellent verbal, written, and interpersonal skills
• Proficient in use of computer, including MS Office Suite and Avaya telephone system
• Bilingual capabilities a plus
• Ability to type at least 40 WPM.

Company Description
About BCforward:
BCforward began as an IT business solution and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centres across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers’ specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

BCforward

About BCforward: BCforward began as an IT business solution and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centres across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers’ specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

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Address

77 Hartland Street

East Hartford, CT
06108 USA

Industry

Business

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