Customer Service Representative II - Albany, NY

Essential Duties and Responsibilities:

- Engage in outreach activities (phone calls, home visits, and community presentations) according to project protocols.

- Deliver individual and group outreach presentations to recipients and community members.

- Educate recipients about program offerings and enrollment options.

- Introduce managed care choices to recipients and aid in navigating health care and dental plans.

- Cultivate positive relationships with county staff, state agencies, community groups, and recipients.

- Input data directly into specified internal automated systems following project policies.

- Develop and sustain familiarity with the community, actively participating in local events, health fairs, and related activities as required.

- Support fellow team members in managing and completing daily tasks.

- Conduct face-to-face and/or virtual (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

- Assist Call Center Operations and other departments as determined by project management to meet business needs

- Regular member of a processing unit within the Outreach department:



* EEU


* Data Entry


* Manual Notices

- Conduct shadowing / training activities with new hires

- Works in assigned special projects

- Maintain Certified Application Counselor CAC active certification

- Conduct Certified Application Counselor (CAC) tasks in select counties

- 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 for this position

- 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 and experience.

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

- Experience working with MS office applications (Excel, PowerPoint & Word)

- Must be able and willing to travel and provide site coverage as needed

Preferred Requirements

- Some college or college degree

- Experience with New York Medicaid

- 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 for 1 to 2 weeks of remote training

-Candidates must have their own laptop/computer equipment with Windows 11 Operating System or MacOS 13 Ventura or higher.
- Private and secure workspace

-Reliable high...