Remote Customer Service Representative

CORESTAFF Services Remote
remote customer service customer service representative representative health calls pm marketplace procedures household customer service oe insurance
February 3, 2023
CORESTAFF Services
Atlantic City, NJ
FULL_TIME

!!MUST LIVE IN NEW JERSEY TO QUALIFY!!

Job Description:

The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.

Duties / Responsibilities:

  • Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols.
  • Process new applications for health care coverage via the telephone, mail, and web, including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
  • Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
  • Transfer/refer consumers to appropriate entities according to the established guidelines.
  • Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
  • Escalate calls or issues to the appropriate designated staff for resolution as needed.
  • Track and document all inquiries using the applicable systems.
  • Facilitate translation services for non-English speaking callers according to procedures.
  • Make outbound calls to applicants to obtain needed information.
  • Review documents sent in by applicants and process according to work instructions.
  • Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
  • Meet Quality Assurance (QA) and other key performance metrics.
  • Responsible for adhering to established safety standards.
  • Must be able to remain in a stationary position for an extended period of time.
  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
  • Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols.
  • Process new applications for health care coverage via the telephone, mail, and web, including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
  • Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
  • Transfer/refer consumers to appropriate entities according to the established guidelines.
  • Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
  • Escalate calls or issues to the appropriate designated staff for resolution as needed.
  • Track and document all inquiries using the applicable systems.
  • Facilitate translation services for non-English speaking callers according to procedures.
  • Make outbound calls to applicants to obtain needed information.
  • Review documents sent in by applicants and process according to work instructions.
  • Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
  • Meet Quality Assurance (QA) and other key performance metrics.
  • Responsible for adhering to established safety standards.
  • Must be able to remain in a stationary position for an extended period of time.
  • Perform other duties as assigned by management.

Education Required:

  • High School Diploma, GED, or equivalent
  • AA or higher degree preferred

Background & Experience Required:

  • Minimum of 6 months experience needed;
  • Strong data entry and telephone skills;
  • Excellent organizational, interpersonal, written, and verbal communication skills;
  • Ability to perform comfortably in a fast-paced work environment;
  • Ability to successfully execute many complex tasks simultaneously;
  • Ability to work as a team member, as well as independently;
  • Previous experience with computers, phone systems, and headsets preferred;
  • Previous experience in customer service and call center preferred;
  • Bi-lingual Spanish is a plus.

Pay Rate:

  • $16.50 non-bilingual
  • $17.50 bilingual (Eng/Span).

Location: Work From Home | Workers must reside in NJ but can be in any county/city.

Equipment: Bring Your Own Device (BYOD) to include the minimum requirements in the attached. Processor MUST be an i5 or higher. No MacBooks or other tablet type devices. Must be able to hard wire to your modem or router.

Training Schedule: M-F 8:00 AM - 5:00 PM Eastern for a duration of 3 weeks.

Hours of Operation: MUST BE FLEXIBLE WITH THE SCHEDULE

  • 8:00 am to 8:00 pm (eastern), Monday through Friday.
  • 8:00 am to 5:00 pm (eastern) Saturday
  • 8:00 am to 5:00 pm (eastern) last two Sundays of OE
  • 8:00 am – 10:00 pm (eastern) last three days of OE
  • 8:00 am to 8:00 pm (eastern) , one week after OE period ends.

NJ holidays:

  • Thanksgiving Day
  • Christmas Day
  • New Year’s Day
  • **** Subject to additional holidays

Job Types: Full-time, Temporary

Pay: From $16.50 per hour

Benefits:

  • Dental insurance
  • Health insurance
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Evening shift
  • Monday to Friday
  • Weekend availability

Education:

  • High school or equivalent (Required)

Experience:

  • Customer service: 1 year (Required)
  • remote call center: 1 year (Required)

Work Location: Remote


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