Customer Service Rep III - Iowa Medicaid

• Position is eligible for Remote / Work from Home opportunity

Department: Provider Contact Center - Iowa Medicaid

Talent Partner: Elizabeth Fleming

Telecommuting Eligible: Yes

Job Grade: N13

Notice of Collection & Privacy Policy for Applicants Residing in California: California Applicant Privacy Policy | Noridian (noridiansolutions.com)

Job Title

Customer Service Representative III

Job Summary

The Customer Service Representative responds to calls or written correspondence and serves as a direct point of contact for customers, assisting with information in response to various inquiries.

Key Performance Indicators

• Excellent multi-tasking skills

• Excellent customer service skills

• Strong verbal and written communication skills

Essential Functions

Key Duties/Responsibilities/Accountabilities

• Responds to customer inquiries promptly and accurately

• Documents all inquiries appropriately

• Understands and applies confidentiality and security guidelines

• Maintains minimum production expectations while meeting defined quality expectations

• Maintains knowledge of online reference information

• Prioritizes work throughout the day and adapts to changes in workload as needed

• Resolves complex customer inquiries

• Investigates and tactfully resolves escalated customer calls

• Directs requests and unresolved issues to the designated resources

• Communicates and coordinates with internal departments

• Provides guidance and mentoring for other departmental staff

• Responds to complex provider and beneficiary inquiries from internal and external customers within the timeframes specified

• Supports other departments by providing historical data

• Creates and updates internal control documentation

• Records, reports, and analyzes data

• Corrects and adjusts errors in records

• Provides training and coaching as identified

• Attends and responds to representative override requests and emails

• Monitors attendance and provides direction in supervisors absence

• May support individuals and entities in their pursuit of agency records and documents under the Freedom of Information Act (FIOA) and Privacy Act as appropriate

• May support public and government relations departments

Non-Essential Duties and Functions

• Other duties as assigned

Minimum Qualifications

• Associates degree or equivalent work experience

• Previous work experience in a healthcare provider or insurance environment and/or contact center experience

• Ability to maintain confidential information in compliance with HIPAA regulations

• Excellent data entry skills

• Program training as required

• Demonstrated problem solving skills

Preferred Qualifications

Above requirements and the following:

• Ability to work flexible schedules

• 2 years' customer service experience working in a call center environment

• Some departments may prefer Associates degree in Business Administration, Law or closely related field and 3 years' applicable Medicare work experience

Environment and Cognitive/Physical Demands

• Office Environment

• Ability to read, hear, speak, keyboard, reason, communicate effectively and problem solve

• Requires prolonged sitting and telephone use

• Requires the use of office equipment such as computer terminals, telephones, copiers and printers

• Infrequent lifting to 15 pounds

• Infrequent stooping

Segregation of Duties

Every employee is responsible to perform their duties and responsibilities in accordance with Noridian values, policies and procedures, including but not limited to: Segregation of Duties Principles, HIPAA, Security and Privacy, CMS requirements, the Noridian Compliance Program and any other applicable laws, rules and regulations.

Statement of Other Duties

This document describes the essential functions, requirements, and responsibilities of this job, and is not intended to be a complete list of all tasks and functions. Employees may be requested to perform job related tasks other than those specifically listed in this description and may be required to perform any task requested by the supervisor or management.

Total Rewards Package:

Health, Dental and Vision Insurance, Voluntary Insurance Plans, Health Savings and Flexible Spending Accounts, 401k and Company Match, Company-paid Life Insurance, Education Assistance Program, Paid Sick Leave, Paid Holidays, Increasing PTO Accrual Plan, Medical/Parental/Disability Leave, Workers Compensation, Retiree Benefits, Severance Package, Employee Assistance Program, Financial and Health Wellness Benefits, Casual Dress, Open Office Setting, and Online Learning System.

CMS Access Compliance and Regulation Contingency Statement

Some positions require compliance with (i) federal and agency specific regulations and related clauses included in Noridian's prime contracts with the Government, (ii) background checks, and (iii) eligibility for a government-issued identification card.

Equal Employment Opportunity

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities as well as Sexual Orientation or Gender Identity.

Other Information

Below is the salary range for potential new hires.

Salary Range: $17.20 - $27.47 per hour

Other Compensation: Incentive Plan

This job will be closed 05/08/2024 at 8:00AM CST. No further applications will be considered.