CALL CENTER CUSTOMER SERVICE REPRESENTATIVE, BILINGUAL

PLEASE BE ADVISED that this position is covered by the collective bargaining agreement between Cook County and the AFSCME Union. Pursuant to the collective bargaining agreement, Cook County will exhaust internal eligible applicants prior to considering external applicants. Cook County is assembling a list of qualified candidates for this position that will be considered should the position not be filled with internal eligible applicants.

LOCATION:  600 HOLIDAY PLAZA DR, MATTESON, IL

DEPARTMENT: CALL CENTER

SHIFT: DAYS 10:00 AM- 6:00 PM

JOB SUMMARY:                                                                                           UNION (AFSCME – LOCAL 1178)
The Call Center Customer Service Representative (CSR) is responsible for call center-based education, proactive outreach, and enrollment of eligible enrollees into the financial assistance programs. Ensures that enrollees understand the financial assistance programs available i.e., charity care, Medicaid, and health insurance available through the Affordable Care Act (ACA). Utilizes knowledge of the Finance Revenue Cycle Department’s policies, procedures, and guidelines as well as Medicaid/Redetermination Process, and Managed Care to handles patient complaints and propose suitable solutions. Utilizes best practices and performs all duties in accordance with Cook County Health & Hospitals System (CCHHS) and departmental standards, policies, and procedures.
This position is exempt from Career Service under the CCH Personnel Rules

Typical Duties

• Educates Medicaid enrollees of plan options including information on the mandatory managed care 
  choice process
•  Assists non-Medicaid individuals with application screening questions and details on how to apply 
  for financial assistance programs
•  Answers questions from patients, providers and the public seeking information and assistance with 
  redetermination process and form completion; creates a three-way call with Illinois Medicaid 
  Redetermination Project staff to support the caller’s inquiry
• Provides information and assistance for re-instating or re-applying for coverage to those who have 
  recently lost Medicaid or cash assistance coverage due to failure to complete in a timely manner 
  the redetermination process
•  Offers information on other resources or coverage for those who are not eligible for Medicaid or 
  financial assistance programs
• Verifies demographic information of applicants and members for inbound calls for the purpose of 
  updating with the State of Illinois Department of Health Services, Third Party Administrators, and 
  other payors as necessary
•  Communicates with quality assurance, patient relations, and patient advocates to support the 
  commitment to quality customer service
•  Escalates complex customer inquiries or complaints to the supervisor or manager
•  Makes corrections to selected registration errors identified by during the quality review process
•  Performs other duties as assigned

MINIMUM QUALIFICATIONS

• High School Diploma or GED is required (Must provide proof at the time of interview).
• A minimum of Two (2) years of experience associated with screening/processing of individuals seeking Medicaid, SNAP, cash assistance, charity care, or other related social services is required.
• Must be able to travel to work sites throughout Cook County is required
• Bilingual, Spanish, required. (Bilingual testing for Spanish will be administered, a minimum score of 3 is required)

PREFERRED QUALIFICATIONS

• Associate’s degree or equivalent from college or technical school is preferred.
• A minimum of Three (3) years of experience associated with screening/processing of individuals seeking hospital system or Medicaid managed care plan is preferred.
• Prior experience in Medicaid, managed care, or human services with customer contact by telephone is preferred.

• Call Center experience in a healthcare related organization is preferred.

   

KNOWLEDGE, SKILLS AND ABILITIES

• Thorough knowledge of web-based application processing system, Cerner, eligibility verification system, Illinois 
  Department of Human Services application benefits eligibility systems
• Proficiency with Microsoft Office Suite
•  Excellent verbal and written communication skills necessary to communicate with all levels of staff and a patient 
  population composed of diverse cultures and age groups
• Strong interpersonal and team skills 
   
• Strong customer service skills
• Ability to maintain confidentiality and adhere to HIPPA standards 
   
• Demonstrate strong customer service, email, and phone etiquette skills with strong response times 
   
•  Demonstrate analytical and organizational, problem-solving, critical thinking, and conflict management/resolution skills 
   
• Demonstrate attention to detail, accuracy, and precision 
   
• Ability to Educate Medicaid enrollees of plan options including mandatory managed care choice process 
   
• Ability to complete annual educational requirements 
   
• Ability to prioritize, plan, and organize projects and tasks 
   
• Ability to multi-task and meet deadlines in a fast paced, high output and stressful environment 
   
• Ability to adhere to department policies and standards utilizing best practices 
   
• Ability to maintain a professional demeanor and composure when challenged 
   
• Must be able to travel to work sites throughout Cook County

VETERAN PREFERENCE
PLEASE READ

When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service

To take advantage of this preference a Veteran must:

• Meet the minimum qualifications for the position.
• Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, “Are you a Military Veteran?”
• Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable

OR
• A copy of a valid State ID Card or Driver’s License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.

If items are not attached, you will not be eligible for Veteran Preference

VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER’S LICENSE AT TIME OF INTERVIEW. 

MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING.

*Degrees awarded outside of the United States with the exception of those awarded in one of the United States’ territories and Canada must be credentialed by an approved U. S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents bust be presented at time of interview.

*Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.

*CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.

COOK COUNTY HEALTH & HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER