BILINGUAL CALL CENTER CUSTOMER SERVICE REPRESENTATIVE - OAK FOREST Job Number: 00122938
Job Posting: Nov 26, 2019, 8:44:26 PM Closing Date: Dec 11, 2019, 5:59:00 AM Full-time Shift Start Time: 11:00 A.M. Shift End Time: 7:00 P.M.
Collective Bargaining Unit: AFSCME 1178 Health and Hospital SystemsAFSCME 1178 Health and Hospital Systems Posting Salary: $18.533 - HOURLY
Organization: Health and Hospital Systems
Oak Forest Health Center
15900 South Cicero Ave.
Oak Forest, IL 60452
The Call Center Customer Service Representative, Bilingual (CSR) is responsible for call center-based education, proactive outreach, and enrollment of eligible enrollee into the financial assistance programs. Ensures that enrollee understand the financial assistance programs available i.e., charity care, Medicaid, and health insurance available through the Affordable Care Act (ACA). Utilizes knowledge of the Finance Revenue Cycle Department's policies, procedures and guidelines as well as Medicaid/Re-determination Process, and Managed Care to handles patient complaints and propose suitable solutions. Utilizes best practices and performs all duties in accordance with Cook County Health & Hospitals System (CCHHS) and departmental standards, policies and procedures.
Educates Medicaid enrollee of plan options including information on the mandatory managed care choice process
Assists Non-Medicaid individuals with application screening questions and details on how to apply for financial assistance programs
Answers questions from patients, providers and the general public seeking information and assistance with re-determination process and form completion; creates a three-way call with Illinois Medicaid Re-determination Project staff to support the callers inquiry
Provides information and assistance for re-instating or re-applying for coverage to those who have recently lost Medicaid or cash assistance coverage due to failure to complete in a timely manner the re-determination process
Offers information on other resources or coverage for those who are not eligible for Medicaid or financial assistance programs
Verifies demographic information of applicants and members for inbound calls for the purpose of updating with the State of Illinois Department of Health Services, Third Party Administrators and other payor's as necessary
Communicates with quality assurance, patient relations and patient advocates to support the commitment to quality customer service
Escalates complex customer inquiries or complaints to the supervisor or manager
Makes corrections to selected registration errors identified by during the quality review process
High School Diploma or GED is required (must provide proof at time of interview)
Two (2) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services is required
Must be able to travel to work sites throughout Cook County is required
Are you Bilingual is required
MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING
Associate's Degree or equivalent from a college or technical school
Three (3) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services within a multi-hospital system or Medicaid managed care plan
Prior experience in Medicaid, managed care or human services with customer contact by telephone
Call Center experience in a healthcare related organization
Knowledge, Skills, Abilities and Other Characteristics
Thorough knowledge of web based application processing system, Cerner, eligibility verification system, Illinois Department of Human Services application benefits eligibility systems
Proficiency with Microsoft Office Suite
Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient population composed of diverse cultures and age groups
Strong interpersonal and team skills
Strong customer service skills
Ability to maintain confidentiality and adhere to HIPPA standards
Demonstrate strong customer service, email and phone etiquette skills with strong response times
Demonstrate analytical and organizational, problem-solving, critical thinking, and conflict management/resolution skills
Demonstrate attention to detail, accuracy and precision
Ability to Educate Medicaid enrollees of plan options including mandatory managed care choice process
Ability to complete annual educational requirements
Ability to prioritize, plan, and organize projects and tasks
Ability to multi-task and meet deadlines in a fast paced, high output and stressful environment
Ability to adhere to department policies and standards utilizing best practices
Ability to maintain a professional demeanor and composure when challenged
When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service
To take advantage of this preference a Veteran must :
Meet the minimum qualifications for the position.
Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, "Are you a Military Veteran?"
Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable
A copy of a valid State ID Card or Driver's License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.
If items are not attached, you will not be eligible for Veteran Preference
VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW.
Medical, Dental, and Vision Coverage
Basic Term Life Insurance
Pension Plan and Deferred Compensation Program
Employee Assistance Program
Paid Holidays, Vacation, and Sick Time
You may also qualify for the Public Service Loan Forgiveness Program (PSLF)
Degrees awarded outside of the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.
*Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.
*CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.
COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER
ABOUT COOK COUNTY HEALTH (CCH)
The Cook County Health’s mission is to deliver integrated health services with dignity and respect regardless of a patient’s ability to pay; foster partnerships with other health providers and communities to enhance the health of the public; and advocate for policies that promote the physical, mental and social wellbeing of the people of Cook County.
CCH is comprised of two hospitals, John H. Stroger, Jr. Hospital and Provident Hospital, a robust network of more than a dozen community health centers, the Ruth M. Rothstein CORE Center, the Community Triage Center, the Cook County Department of Public Health, Cermak Health Services, which provides health care to individuals at the Cook County Jail and the Juvenile Temporary Detention Center, and CountyCare, a Medicaid managed care health plan.
The system cares for more than 300,000 patients each year and its physicians are experts in their fields, committed to providing their patients with comprehensive, compassionate and cutting-edge care. Today, CCH is transforming the provision of health care in Cook County by promoting community-based primary and preventive care, growing an innovative, ...collaborative health plan and enhancing the patient experience.
COOK COUNTY HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER