Customer Service Representative I - BCC (Full-Time Hours, Temporary Position) Job in Coralville , Iowa US
Company Profile Vangent is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to government, commercial, education, and healthcare organizations.
Vangent is a diverse, prosperous and rewarding place to work, where our employees are provided with competitive benefits, educational assistance and career growth opportunities.
Every employee is valued for their talents and contributions, and takes pride in doing work that shapes the impact of services to our customers, aiding in the overall success of the company.
Vangent is an Equal Opportunity Employer M/F/V/D.
Responsibilities As a Customer Service Representative I, team members read scripted responses to beneficiarys questions dealing with basic information and educational topics such as: - Provide knowledgeable responses to telephone inquiries in a courteous and professional manner.
- Maintain a current understanding of the processing procedures to respond to numerous phone inquiries.
- Adhere to the Privacy Act as it relates to the confidentiality of information released.
- Continually look for and suggest process improvements, which will benefit Vangent and our customers (internal and external).
- Maintain up-to-date knowledge of CMS regulations and policies as they apply.
- Assist with the delivery of internal employee training for new and temporary employees as requested.
- Report problems that occur and assist with the resolution.
- Utilize databases and written materials to look up and provide information to telephone inquiries.
- Respond to telephone inquiries within the set departmental staffing and time parameters.
- Maintain appropriate documentation of phone inquiries.
- May be required to work Vangent scheduled holidays.
Overtime may be required.
- Perform other related duties as assigned.
- Referrals to the Social Security Administration for replacement Medicare cards, change of address, Medicare eligibility and enrollment.
- Provide information on general Medicare eligibility and information (eg General Enrollment Period and the Special Enrollment Period).
- Provide information on Medicare Prescription Drug Plans (enrollment & coverage).
- Enroll callers in Medicare Prescription Drug Plans.
- Provide information on general topics on Medicare Advantage and Medigap questions.
- Part A and Part B covered and non-covered services, with the appropriate referrals and fulfillments.
- Provide general claims information including appropriate transfers and referrals.
- Medicare Secondary Payer information with the appropriate referrals and fulfillments.
- Follow-up on Medicare Advantage Plans disenrollment status questions (eg if the caller is just checking to see if their disenrollment is effective).
- Media topics that are not related to Medicare Advantage plans and Medigap policies (eg Flu Campaign,Medicare surveys and social security mailings) Qualifications - High School diploma or equivalent required.
- Minimum 6 months customer service/secretarial/telemarketing experience required.
- Must be able to speak and read English clearly, professionally and fluently.
- Must be able to type a minimum of 20 WPM. - Ability to effectively work within established contractual turnaround times required.
- Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
- Proven ability to work as a member of a team.
- All CMS personnel will be required by contract to undergo program update training as the program changes.
- Spanish fluency is desirable (This is a temporary position with full-time hours.
Training will begin August 30, 2010.
) MNST
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