Call Centre Representative

Job Title : Call Centre Representative (Bilingual)

Duration : 6 Months Contract

Location : Indianapolis IN 46755

DESCRIPTION

Responsibilities :

• Answer incoming calls from consumers, including the public, prospective enrolees, and individuals assisting enrolees or acting on their behalf, in accordance with all performance standards, policies, procedures, and protocols— including confidentiality and privacy requirements.
• Respond to calls from consumers and providers requesting information related to the Medicaid Newborn process, Good Cause, and / or Presumptive Eligibility for children.
• Track and document all inquiries accurately using applicable systems and tools.
• Complete all associated tasks in alignment with established guidelines.
• Meet Quality Assurance (QA) standards and other key performance metrics.
• Facilitate fulfilment of caller requests for materials through mail, email, or download.
• Transfer or refer consumers to the appropriate departments or entities according to established guidelines.
• Escalate complex calls or issues to designated staff members for timely resolution.
• Coordinate translation services for non-English-speaking callers following approved procedures.
• Attend required meetings and training sessions, maintaining up-to-date knowledge of all relevant programs, policies, and systems.