MCO/PCP Enrollment Broker Customer Service Representative -Call Center
- Expired: over a month ago. Applications are no longer accepted.
Duties and Responsibilities
o Responsible for assisting enrollees in selecting the most appropriate MCO and PCP, taking into account each individuals’
needs and location
o Answers questions and provides information and education on programs and services.
o Responds to requests, and/or takes actions on accounts or enrollment applications.
o Follows standard procedures to ensure consistency, accuracy, and meeting all quality assurance requirements
o Facilitates the conversation by soliciting needed information, clarifying responses, and addressing concerns.
o Manages customer inquiries with consistency, accuracy, and professionalism, displaying excellent customer service skills
and extensive technical program knowledge.
o Follows scripted dialogues to ensure quality and maintain high accuracy rates.
o Regular and predictable attendance required.
o Other duties as assigned.
Knowledge, Skills and Abilities
o Managing Work: Effectively managing time and resources to make sure that work is finished. Identifies more critical and
less critical activities and tasks. Uses time effectively
o Decision Making: Identifying and understanding issues; comparing information to make a choice; choosing a course of
action carefully and wisely; taking action. Recognize issues, problems, or opportunities, and determines whether action is
needed. Identifies the need for and collects information to better understand issues, problems, and opportunities.
o Communication: Clearly expressing information and ideas through a variety of ways; helping individuals understand and
retain the message. Organizes communication by clarifying the purpose and importance. Checks for understanding when
o Contributing to Team Success: Actively participating as a member of a team to help the team complete goals. Makes
suggestions for achieving team goals. Demonstrates personal commitment to the team.
o Work Standards: Setting high standards of performance for self and others; taking responsibility and accountability for
successfully completing work. Establishes criteria and/or work procedures to achieve a high level of quality, productivity,
or service. Admits mistakes and refocuses efforts when appropriate.
o Customer Focus: Making customers and their needs a main focus. Developing and keeping valuable customer
relationships. Actively seeks information to understand customers' circumstances, problems, expectations, and needs.
Responds quickly to meet customer needs and resolves problems
o Skill/Knowledge: Has substantial understanding of the job and applies knowledge and skills to complete a wider range of
o Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making
recommendations. Exhibits moderate program knowledge.
o Supervision Received: Normally receives little instruction on daily work, general instructions on newly introduced
▪ High school diploma or equivalent
▪ Two (2) years of customer service/call center
experience or equivalent.
▪ Experience working with special needs populations
and/or families of special needs children.
▪ Experience or training in a health care related field
▪ Experience or training related to health care
insurance, Medicaid, MCO/PCP selection, EPSDT
services, and any other health care programs or
similar programs administered in other states.
▪ Experience or training in the managed care
▪ Experience using a personal computer and software
programs and a TTY machine
At the heart of CODICE services are our technology competencies. Paired with our unparalleled process methods, these competencies deliver solutions and results that become an integral part of our clients success. CODICE's technical expertise can be leveraged for full system development, project management or staff augmentation. CODICE areas of expertise include:
SYSTEM DEVELOPMENT: Fully customized development from requirements to testing.
ENTERPRISE CONTENT MANAGEMENT: System implementations for content management, digital assets, web content and record keeping.
SYSTEM INTEGRATION: Expert integrations using open standards, APIs, and a comprehensive toolkit to seamlessly link applications.
DATA WAREHOUSING & BUSINESS INTELLIGENCE: Data collection and analysis from multiple sources into a single access point portal that provides tools for key business functions.
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