Consumer Services Specialist III

Company Name:
Salary period: Annual
The Consumer Services Specialist III assists consumers seeking health care coverage, including providing information on financial assistance programs and public health care programs (Medicaid, FHP, and CHIP) and processing applications for health care coverage via the telephone. Additionally, the Consumer Services Specialist III is responsible for processing enrollments into QHPs, plan changes, and dis enrollments, processing life events and special enrollment periods, and assisting Brokers and Navigators with inquiries and eligibility and enrollment issues as appropriate.
Position Duties:
ΓΆΒ ΒΆ Complete all required program and corporate training.
ΓΆΒ ΒΆ Respond to telephonic customer inquiries regarding program offering including but not limited to eligibility, enrollment, benefits, cost sharing, in person assistance, timelines, program requirements, and other inquiries.
ΓΆΒ ΒΆ Utilize established references and resources appropriately.
ΓΆΒ ΒΆ Transfer/referral of calls to appropriate entities including in-person assisters, LDSS staff, issuers, other consumer support resources, and SHOP Service Center specialists.
ΓΆΒ ΒΆ Perform co-browse interactions with consumers seeking assistance with the application process via the HBE Portal.
ΓΆΒ ΒΆ Assist customers including prospective enrollees and people assisting enrollees or acting on their behalf, via the phone and web in accordance with all Department and performance standards, policy and procedures, and protocols.
ΓΆΒ ΒΆ Assist in explaining plan enrollment options including but not limited to covered services, participating providers, and cost.
ΓΆΒ ΒΆ Provide information and direction to callers regarding web-based, mail-in and telephone application/renewals, and other programs as applicable. Facilitates the fulfillment of caller requests for materials via mail, email, or download.
ΓΆΒ ΒΆ Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
ΓΆΒ ΒΆ Access, read, and interpret data elements on all applicable client and state systems to provide support, resolve inquires, and educate callers.
ΓΆΒ ΒΆ Escalate calls or issues to the appropriate designated staff for resolution as needed.
ΓΆΒ ΒΆ Enter appropriate data and information into the applicable systems to process applications and/or update caller information, confirm the accuracy of the customer information and uses every call as an opportunity to provide education and support.
ΓΆΒ ΒΆ Facilitate translation services for non-English speaking callers according to procedures.
ΓΆΒ ΒΆ Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
ΓΆΒ ΒΆ Perform other duties as assigned by management.
Location: Albany, NY
Hours: 8.5 hour shifts assigned between 7:45AM - 8:00PM, Monday - Friday and 9:00AM - 1:00PM, Saturday
Classification: Full time, Temp to Perm
Salary: $14.50 per hour, $15.00 per hour (Bilingual)

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