[Hiring] Customer Experience Associate @Conduent

Role Description

This position is remote - must reside in Kansas.

Customer Experience Associate - Medicaid

Hours of Operation: 8 am – 7 pm CST (8-hour shifts)

• Possible shifts – will be determined based on business needs
• Shifts:
  • 8:00 am – 4:30 pm
  • 8:30 am – 5:00 pm
  • 9:00 am – 5:30 pm
  • 10:30 am – 7:00 pm
• Training is remote M-F 8:00 am - 4:30 pm - approx 6 weeks long.
• Training will be done remotely via video. Must have camera on during training.
• Class Starts: Mid to late May - No time off during training period.
• Equipment will be provided - must have dedicated workspace free of interruptions.
• Must have Internet speeds of 10 Mbps upload - 50 Mbps download.

Wage:

• Customer Experience Associate III $16.25/hr, which may be below your state's minimum wage.
• Customer Experience Associate III Bilingual - $16.75/hr, which may be below your state's minimum wage.

As part of the KanCare Clearinghouse Program, the Customer Service Representative (CSR) will provide quality customer service in the KanCare Contact Center. The position is responsible for gathering thorough documentation and entering information into various systems.

• Dedicated and trained specifically for supporting KDHE’s programs, systems, policies, and procedures.
• Answers questions about the eligibility process and provides general program information for Family Medical and E&D/LTC Programs.
• Responds to calls courteously, accurately, and concisely.
• Provides a high-quality customer service and focuses on the accuracy of information provided.
• Evaluates information received through a phone contact and asks appropriate follow-up questions, solicits additional information, and evaluates the potential impact of the information provided.
• Use standard technology: telephones, e-mail, and web browsers.
• Maintain up-to-date knowledge of regulations, policies, and guidelines.
• Complete all assigned training as necessary.

Qualifications

• High School diploma or GED equivalent; post-secondary education preferred.
• Minimum of six (6) months’ experience in customer service.

Requirements

• Minimum of six (6) months’ experience in Family Medical Medicaid eligibility.
• Knowledge of Medicaid and managed care programs.
• Bilingual Spanish/English with the ability to speak and read both languages fluently.
• Strong computer skills with the ability to maneuver in complex software systems.
• MS Office, Outlook, and Internet usage experience.
• Active listening skills.
• Customer-oriented.
• Ability to adapt/respond to different types of characters.
• Able to multi-task, prioritize, and manage time effectively.
• Must possess good interpersonal and communication skills both verbally and in writing including knowledge of basic grammar, spelling & punctuation.
• Requires excellent data entry skills the ability to type 30 words per minute accurately.
• Willingness to work part of a team.
• Maintain the integrity and confidentiality of all records and communications.
• Internet Speed: upload 10 Mbps, download 50 Mbps.
• All other duties as assigned.

Benefits

• Health benefits (medical, dental, vision) are available on the first day of employment.
• Paid time off is accrued after 180 days (about 6 months) of employment.