Customer Service Representative - Rochester, NY

Essential Duties and Responsibilities:

- Foster strong customer relationships, monitoring their engagement and progress.

- Collaborate regularly with customers to attain program goals and sustain eligibility for services.

- Conduct workshops and deliver various training services to customers.

- Demonstrate substantial program knowledge, assisting customers through multiple phases of the application process, from enrollment to benefit allocation.

- Aid customers in accessing services aligning with program objectives, including educational/vocational training, medical support, childcare, transportation, mental health services, legal aid, and related needs.

- Follow up with customers to ensure their needs are met and address any queries or concerns.

- Collaborate with team members, providing expertise and assistance in resolving participant issues.

- Maintain accurate and timely case notes for all customer interactions and document related activities.

- Share updates on outreach and engagement efforts with project staff.

- Report identified barriers hindering customer engagement with the Provider to project staff.

- Conduct telephonic outreach and enrollment services, including education on managed care options and public health programs to clients at LDSS/HRA offices
- Assist clients with the enrollment/transfer/disenrollment process
- Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients
- Conduct appointments to assist CYES Program eligible consumers to complete their Medicaid application
- Assist Call Center Operations and other departments as determined by project management to meet business needs
- Assist processing units within the Outreach department as determined by project management to meet business needs
- Maintain updated knowledge of the New York Medicaid Choice Project
- Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template
- Perform other duties as assigned by project management to meet business needs

Minimum Requirements

- High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.

- Prior work experience in customer service, data entry and or data processing

- Computer literacy with proficiency in Microsoft Office (Excel, PowerPoint, Word)

Preferred Requirements

- Some college or college degree

- Experience with the Medicaid program or within a HIPAA-regulated environment-

- 2+ years of experience in customer service or related position

- Follows established guidelines and directions while maintaining a proactive approach to meeting objectives and deadlines.

- Effectively manages multiple tasks and priorities under pressure, ensuring high-quality outcomes in a fast-paced environment.

Home Office Requirements

-Candidates must have their own laptop/computer equipment with Windows 10 Operating Syst...