at Cook County Government in Chicago, Illinois, United States
Job Description
Job Posting:May 26, 2023, 3:59:05 PMClosing Date:Jun 10, 2023, 4:59:00 AMFull-timeShift Start Time:10:00A.M.Shift End Time:6:00P.M.
Collective Bargaining Unit:AFSCME 1178 Health and Hospital SystemsAFSCME 1178 Health and Hospital SystemsPosting Salary:$22.781-$28.051
Organization:Health and Hospital Systems
JOB SUMMARY
The Call Center Customer Service Representative (CSR) is responsible for call center-based education, proactive outreach, and enrollment of eligible enrollees into the financial assistance programs. Ensures that enrollees understand the financial assistance programs available i.e., charity care, Medicaid, and health insurance available through the Affordable Care Act (ACA). Utilizes knowledge of the Finance Revenue Cycle Department's policies, procedures and guidelines as well as Medicaid/Redetermination Process, and Managed Care to handles patient complaints and propose suitable solutions. Utilizes best practices and performs all duties in accordance with Cook County Health & Hospitals System (CCHHS) and departmental standards, policies and procedures.
Typical Duties
Educates Medicaid enrollees of plan options including information on the mandatory managed care choice process
Assists Non-Medicaid individuals with application screening questions and details on how to apply for financial assistance programs
Answers questions from patients, providers and the general public seeking information and assistance with redetermination process and form completion; creates a three-way call with Illinois Medicaid Redetermination Project staff to support the callers inquiry
Provides information and assistance for re-instating or re-applying for coverage to those who have recently lost Medicaid or cash assistance coverage due to failure to complete in a timely manner the redetermination process
Offers information on other resources or coverage for those who are not eligible for Medicaid or financial assistance programs
Verifies demographic information of applicants and members for inbound calls for the purpose of updating with the State of Illinois Department of Health Services, Third Party Administrators and other payors as necessary
Communicates with quality assurance, patient relations and patient advocates to support the commitment to quality customer service
Escalates complex customer inquiries or complaints to the supervisor or manager
Makes corrections to selected registration errors identified by during the quality review process
Reporting Relationships
Reports to the Call Center Manager or Call Center Supervisor
Minimum Qualifications
High school diploma or GED equivalent Is Required
Two (2) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services Is Required
Must be able to travel to work sites throughout Cook County Is Required
Preferred Qualifications
Associate's Degree or equivalent from a college or technical school Preferred
Three (3) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services within a multi-hospital system or Medicaid managed care plan Preferred
Prior experience in Medicaid, managed care or human services with customer contact by telephone Preferred
Call Center experience in a healthcare related organization Preferred
Bilingual in one or more of the following: English/Spanish, English/Polish, English/Mandarin or English/Arabic (May be required based on need) Preferred
Knowledge, Skills, Abilities and Other Characteristics
Thorough knowledge of web-based application processing system, Cerner, eligibility verification system, Illinois Department of Human Services application benefits eligibility systems
Proficiency with Microsoft Office Suite
Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient population composed of diverse cultures and age groups
Strong interpersonal and team skills
Strong customer service skills
Ability to maintain confidentiality and adhere to HIPPA standards
Demonstrate strong customer service, email and phone etiquette skills with strong response times
Demonstrate analytical and organizational, problem-solving, critical thinking, and conflict management/resolution skills
Demonstrate attention to detail, accuracy and precision
Ability to Educate Medicaid enrollees of plan options including mandatory managed care choice process
Ability to complete annual educational requirements
Ability to prioritize, plan, and organize projects and tasks
Ability to multi-task and meet deadlines in a fast paced, high output and stressful environment
Ability to adhere to department policies and standards utilizing best practices
Ability to maintain... For full info follow application link.
COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER
