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Temporary Customer Experience Associate II

Company: Conduent
Location: East Hartford
Posted on: January 9, 2021

Job Description:

About ConduentConduent delivers mission-critical ?services and solutions on behalf of businesses and governments - creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It's why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward. Conduent's differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all ?insured patients? in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through ?toll systems daily. Conduent's solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.Job DescriptionCALL CENTER REPRESENTATIVE, East Hartford CTReports directly to a Call Center Supervisor. Provides courteous and accurate one to one telephone contact with HUSKY consumers, assisting in providing program, account information and password reset assistance for the online Consumer Portal. Use the designated system to document calls, requests and status information.Essential duties may include, but are not limited to:+ Act as initial point of contact for inquiries from potential and existing HUKSY beneficiaries related to Spend-down, My Account password resets and Premium Billing for the HUSKY Program.+ Provide one-to-one telephone contact with consumers and providers.+ Assist with password resets.+ Accurately respond to incoming calls received by the call center.+ Accurately document all interactions with consumers.+ Maintain technical and program policy proficiency in the HUSKY Health rules/guidelines and other related program policies.+ Properly forward calls to Call Center Leadership or other CT agencies per procedures.+ Provide clear, complete, accurate and objective information based on full understanding of program requirements.+ Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.+ Work with consumers in difficult situations.+ Handle and data enter complaints in accordance with approved policies and procedures.+ Research inquiries as needed+ Report any technical problems with equipment, systems or facilities to Call Center Manager+ Meet and exceed daily standards for calls answered, accuracy, customer service, and quality.+ Participate in training activities as needed.+ Participate in and contributes to the quality improvement process.+ Other duties as may be assigned. + Minimum Experience Requirements (Candidates must have at least one of the following):+ Associates degree from an accredited college or university preferred.+ Two (2) years minimum experience in call center environment.+ Two (2) years minimum experience in a healthcare field.+ Additional Experience+ Knowledge and operational experience in Medicaid and/or CHIP programs a plus.+ General knowledge of public health, Medicaid and human services systems preferred.Required skills/abilities+ Ability to provide Exemplary Customer Service and achieve results through respect, empathy, knowledge and commitment.+ Knowledge of Medicaid and managed care programs.+ Basic understanding of a call center environment and quality monitoring processes+ Ability to establish and maintain effective working relationships with Consumers and co-workers.+ Ability to problem solve through analysis and ongoing feedback.+ Ability to work with people of diverse backgrounds.+ Data entry skills to include accuracy and spelling+ Ability to handle multiple tasks and meet deadlines; flexibility under pressure+ Ability to maintain strict confidentiality+ Ability to maintain self-control under stressful situations.+ Ability to work independently and maintain accountability+ Excellent verbal, written, and interpersonal skills+ Proficient in use of computer, including MS Office Suite and Avaya telephone system+ Bilingual capabilities a plus+ Ability to type at least 40 WPM.ClosingConduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.

Keywords: Conduent, East Hartford , Temporary Customer Experience Associate II, Other , East Hartford, Connecticut

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