Customer Service Representative

Location: Austin, TX (Onsite)

Work Schedule: Must be available for any 8-hour shift between 7 am and 7 pm. Strict adherence to attendance and performance metrics is required.

Role Overview

This role provides unbiased assistance to Medicaid Providers with questions regarding eligibility, medical claims status, and other program questions. Assists with problem resolution as needed. Responds to phone inquiries in a prompt, courteous, and concise manner. Documents all encounters in clear and concise online logs. Transfers callers to other Call Center units as needed. Meets individual performance standards. Performs other duties as may be assigned by management. Attains and maintains strict required attendance and performance metrics.

Key Responsibilities

• Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and other program-related questions.
• Respond promptly, courteously, and concisely to phone inquiries, ensuring a positive customer experience.
• Document all interactions in clear and concise online logs for accurate record-keeping.
• Transfer callers to appropriate Call Center units when necessary.
• Meet and exceed individual performance standards, including strict attendance and productivity metrics.
• Assist with problem resolution and escalate complex issues as needed.
• Perform additional duties as assigned by management.

Required Skills

• Contact Center Expertise: A minimum of six months of recent, verifiable experience in a high-volume contact center/call center environment.

Preferred Skills

• Proficiency in Client Office tools (Word, Excel, Outlook).
• Strong multitasking abilities and organizational skills.

Why Join Us?

• Be part of a team that makes a meaningful impact by supporting Medicaid providers and clients.
• Opportunities for professional growth and skill development.
• High chances for contract extension based on performance.