CODICE Is Hiring An In person Bilingual Spanish/English-Customer Service Representative (EB)- Washington DC candidates p

Duties and Responsibilities Shift Timings- 8am-4.30pm, 4:30pm-12am and 12pm-8pm and other various shifts

• 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.

Knowledge, Skills And Abilities

• Managing Work: Effectively managing time and resources to make sure that work is finished. Identifies more critical and

less critical activities and tasks. Uses time effectively

• Decision Making: Identifying and understanding issues; comparing information to make a choice; choosing a course of

action carefully and wisely; taking action. Recognize issues, problems, or opportunities, and determines whether action is

needed. Identifies the need for and collects information to better understand issues, problems, and opportunities.

• Communication: Clearly expressing information and ideas through a variety of ways; helping individuals understand andretain the message. Organizes communication by clarifying the purpose and importance. Checks for understanding when

communicating.

• Contributing to Team Success: Actively participating as a member of a team to help the team complete goals. Makes

suggestions for achieving team goals. Demonstrates personal commitment to the team.

• Work Standards: Setting high standards of performance for self and others; taking responsibility and accountability for

successfully completing work. Establishes criteria and/or work procedures to achieve a high level of quality, productivity,

or service. Admits mistakes and refocuses efforts when appropriate.

• Customer Focus: Making customers and their needs a main focus. Developing and keeping valuable customer

relationships. Actively seeks information to understand customers' circumstances, problems, expectations, and needs.

Responds quickly to meet customer needs and resolves problems

Job Specification

• 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.

Required Education

High school diploma or equivalent

Required Experience

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 machine

• Bi-lingual. Fluent Spanish is required for this position