Call Center Representative, Tier 1 – Temporary Assignment

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Respond to inquiries from members and providers via telephone, written correspondence, or electronic communication.

• Record inquiries, complaints, caller concerns, actions taken, and the outcome of calls.

• Deliver accurate and timely information regarding benefits and network details.

• Confirm member eligibility and provider involvement.

• Address routine concerns from members and providers.

• Refer complex cases and issues to senior representatives or management for further assistance.

• Conduct assigned outbound calls and return calls as necessary.

• Evaluate referrals to Integrated Care Management, other programs, and community resources.

• Investigate and promptly document inquiries and grievances.

• Stay informed about program requirements and benefits.

• Utilize resource materials to guarantee the accuracy of provided information.

• Achieve or surpass an average response time of 90% of calls answered within 60 seconds.

• Keep the abandonment rate below 5% and hold times under 3 minutes.

• Comply with departmental standards, privacy/security regulations, and CHNCT policies.

• Carry out other necessary tasks.

⛳️ Requirements

• Completion of high school diploma or equivalent secondary education.

• Possession of a high school diploma or GED.

• Minimum of one year experience in a customer service position within a healthcare environment.

• Experience in a call center or direct customer service setting.

• Sufficient space and privacy for a home-based work environment.

• HIPAA-compliant workspace at home.

• High-speed internet connection provided by the employee.

• Proficient computer skills.

• Capability to adhere to privacy, security, attendance, productivity, and company policy standards.

• Ability to verify the identity of callers and authorization to disclose Protected Health Information (PHI).

• Proficiency in utilizing language line services when necessary.

🏝️ Benefits

• Work-at-home/telecommuting option.

• Computer workstation and telephone technology provided by the company.

• Support for employee-supplied high-speed internet connection necessary for the role.

• An inclusive and accessible interview process.

• Reasonable accommodations for interviews available upon request.