Customer Service Representative - Limited Service (Remote in NJ)

Description & Requirements

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.

Please note: This job posting is for a limited-service (temporary) full-time position, with an anticipated duration of approximately 4 months from September 2024 to January 2025 with a possibility of converting to permanent employment.

This is a Bring Your Own Device role, equipment is not provided.

Essential Duties and 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 including but not limited to the confidentiality and privacy policies.

- Respond effectively to all forms of inbound and outbound contacts.

- Track and document all inquiries using the applicable systems.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

Facilitate the fulfillment of caller requests for materials via mail, email, or download.

- Facilitate translation services for non-English speaking callers according to procedures.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

- 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.

- Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.

- 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.

- Work is constantly performed in an office environment.

- Perform other duties as assigned by management.

Minimum Requirements

- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education an...