Customer Experience Associate I
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Job Description
Remote customer service associate supporting Conduent’s Iowa Medicaid program. Providing telephone assistance, documenting enrollment activity, and guiding applicants through program requirements.
Responsibilities:
- Provide one-on-one telephone assistance to Iowa Medicaid applicants, beneficiaries, and enrollees
- Accurately document enrollment requests and status changes
- Enter application and enrollment information into a web-based system for customers applying by telephone
- Maintain knowledge of Iowa Family Care rules, guidelines, and related program policies
- Provide clear, complete, accurate, and objective information based on program requirements
- Deliver professional and empathetic customer service while helping individuals navigate program information
- Complete 3–4 weeks of paid training Monday–Friday, 8:00 a.m.–5:00 p.m.
- Work Monday–Friday, 8:00 a.m.–5:00 p.m. shifts
Requirements:
- Must reside in the State of Iowa to be eligible
- High school diploma or GED
- Basic understanding of a call center or customer service environment and quality monitoring processes
- Strong problem-solving and analytical skills
- Ability to achieve results through knowledge, empathy, and commitment
- Ability to work effectively with people from diverse backgrounds
- Ability to successfully complete the required background process
- Excellent customer service and telephone etiquette
- Strong typing, grammar, and communication skills
- Ability to confidently navigate computer systems and web-based applications
- Ability to understand, interpret, and apply program policies
- Willingness to incorporate ongoing feedback
- Ability to consistently adhere to assigned break and lunch schedules
- Ability to establish and maintain effective working relationships with applicants, beneficiaries, and coworkers
- Must be able to pick up provided equipment from the Des Moines, Iowa office on the scheduled start date
Benefits:
- Paid training
- Equipment provided
- Full-time schedule, 40 hours per week
- Career growth opportunities
- PerkSpot employee discount program
- Comprehensive benefits options
- Health insurance coverage
- Voluntary dental and vision programs
- Life and disability insurance
- Retirement savings plan
- Paid holidays
- Paid time off (PTO) or vacation and/or sick time
- Paid bi-weekly
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