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Washington, DC

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PLEASE RESPOND ONLY IF YOU HAVE EXPERIENCE WORKING IN CALL CENTERS AND\/OR MEDICAL\/HEALTHCARE SETTINGS!Job SummaryThis position assists customers regarding applications, program inquiries and account resolutions both in person and in a call center environment.Duties and Responsibilities· Responsible for assisting enrollees in selecting the most appropriate MCO and PCP, taking into account each individuals’ needs and location· Answers questions and provides information and education on programs and services.· Responds to requests, and\/or takes actions on accounts or enrollment applications.· Follows standard procedures to ensure consistency, accuracy, and meeting all quality assurance requirements· Facilitates the conversation by soliciting needed information, clarifying responses, and addressing concerns.· Manages customer inquiries with consistency, accuracy, and professionalism, displaying excellent customer service skills and extensive technical program knowledge.· Follows scripted dialogues to ensure quality and maintain high accuracy rates.· Regular and predictable attendance required.· Other duties as assigned.Job Specifications· Skill\/Knowledge: Has substantial understanding of the job and applies knowledge and skills to complete a wider range of tasks.· Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Exhibits moderate program knowledge.· Supervision Received: Normally receives little instruction on daily work, general instructions on newly introduced assignments.Education and Experience Requirements· High school diploma or equivalent.· Two (2) years of customer service\/call center experience or equivalent.· Experience working with special needs populations and\/or families of special needs children.· Experience or training in a health care related field.· Experience or training related to health care insurance, Medicaid, MCO\/PCP selection, EPSDT services, and any other health care programs or similar programs administered in other states.· Experience or training in the managed care industry.· Experience using a personal computer and software programs and a TTY machineKnowledge, Skills, Abilities and

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