The Bilingual Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.
Please note: This job posting is for a limited-service (temporary) full-time position, with an anticipated duration of approximately 4 months.
This is a Bring Your Own Device role, equipment is not provided.
Essential Duties and Responsibilities:
- Process new applications for health care coverage via the telephone, mail, and web, including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
- Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
- Facilitate translation services for non-English speaking callers according to procedures.
- Make outbound calls to applicants to obtain needed information.
- Review documents sent in by applicants and process according to work instructions.
- Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
- Meet Quality Assurance (QA) and other key performance metrics.
- Responsible for adhering to established safety standards.
- Must be able to remain in a stationary position for an extended period of time.
- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
- Work is constantly performed in an office environment.
- Perform other duties as assigned by management.
Minimum Skills and Qualifications:
Technical Requirements:
- Must have a personal PC with operating system of Windows 10 or higher.
- Home internet speed 25+ Mbps download speed; 15+ Mbps upload and hardwired.
- PC Processor: Intel i5, AMD Ryzen 5, or better.
- PC Memory: 3.1 8+ GB RAM.
- PC Hard Drive Storage: 4.1 256 GB SSD.
- USB Headset with wired microphone.
- Webcam.
- Smartphone: Android or Apple smartphone with working camera and capability of installing applications necessary for daily system login.
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