Customer Service Representative

Job Posting

Location: Austin, TX (Onsite)

Work Schedule: Must be available for any 8-hour shift between 7 am and 7 pm. Strict adherence to attendance and performance metrics is required.

Role Overview

This role involves providing unbiased assistance to Medicaid Providers with questions regarding eligibility, medical claims status, and other program questions. The representative will assist with problem resolution as needed and respond to phone inquiries in a prompt, courteous, and concise manner. All encounters must be documented in clear and concise online logs. Callers may need to be transferred to other Call Center units as necessary. The representative is expected to meet individual performance standards and perform other duties as assigned by management. Strict adherence to required attendance and performance metrics is mandatory.

Key Responsibilities

• Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and other program-related questions.
• Respond promptly, courteously, and concisely to phone inquiries, ensuring a positive customer experience.
• Document all interactions in clear and concise online logs for accurate record-keeping.
• Transfer callers to appropriate Call Center units when necessary.
• Meet and exceed individual performance standards, including strict attendance and productivity metrics.
• Assist with problem resolution and escalate complex issues as needed.
• Perform additional duties as assigned by management.

Required Skills

• Contact Center Expertise: A minimum of six months of recent, verifiable experience in a high-volume contact center/call center environment.

Preferred Skills

• Proficiency in Client Office tools (Word, Excel, Outlook).
• Strong multitasking abilities and organizational skills.