Call Center Specialist

Call Center Specialist

Job Description Qualifications Required: Education and Experience requirements at this level consist of one year of experience in clerical office work or as a customer service representative or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience. This position requires basic knowledge of general office practices, recordkeeping procedures, and data entry standards. Knowledge of business English, spelling, grammar, and Microsoft Office applications is essential for preparing accurate correspondence, reports, and documentation. The role requires skill in organizing work, managing multiple tasks, and maintaining attention to detail when reviewing or entering information. Strong communication and customer service skills are necessary to interact effectively with coworkers, providers, and the public in a professional manner. The ability to follow written and verbal instructions, apply established procedures, and handle confidential information appropriately is required. The incumbent must be dependable, adaptable to change, and able to work both independently and as part of a team in a fast-paced environment. Key competencies include reliability, accuracy, teamwork, and accountability. The position requires initiative to complete assigned tasks, a positive attitude toward learning new processes, and a commitment to supporting agency operations through timely and accurate administrative work.

Position Overview: The Call Center Specialist is responsible for placing a high volume of outbound calls, as well as taking inbound calls, ensuring member satisfaction through effective communication, timely resolution of inquiries, and accurate documentation. The role includes maintaining compliance with HIPAA and other relevant regulations, as well as supporting various administrative tasks as assigned.

Job Responsibilities: Placing a high volume of outbound phone calls to Medicare members with upcoming plan changes. Ensure all calls are tracked appropriately using the call center tracking application with accurate reporting of agent states in real-time. Adhere to HIPAA regulations to protect the privacy and confidentiality of member information, completing all required compliance training. Provide efficient and knowledgeable responses to member inquiries, ensuring calls are resolved effectively and documented appropriately. Adhere to designated work schedules and break times to ensure optimal coverage and service delivery. Prepare and manage workflow referrals, ensuring timely follow-up and resolution of issues. Support additional tasks and projects as required, demonstrating flexibility and teamwork. Other duties may be assigned as needed.

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**