Location: Myrtle Point,OR, USA
Description:
Supporting Maine State-based Marketplace, Consumer Assistance Center. Provide customer service assistance for the State-run health insurance marketplace that the citizens of Maine can access to shop for health care coverage and enroll in a plan.
Training Schedule/Duration: 8:00 AM - 4:30 PM M-F / 3 weeks, followed by 1 week of Residency
Hours of Operation: Monday - Friday 8:00 AM- 5:00 PM ET through October 31st
Hours of Operation During Open Enrollment hours beginning November 1st and end Jan 17th.
Open Enrollment hours:
Hours could be between 8am and 10pm EST 7 days a week
Location: Remote / Work from home (ME residents preferred but not mandatory)
Equipment: Bring Your Own Device (BYOD) per provided specs-PLUS Camera
Essential Duties and Responsibilities:
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
- Respond effectively to all forms of inbound and outbound contacts.
- Track and document all inquiries using the applicable systems.
- Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Facilitate translation services for non-English speaking callers according to procedures.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
- Perform other duties as assigned by management.
Minimum Requirements:
High School diploma or equivalent
- 6 months - 2 years of experience
- Strong data entry and telephone skills
Internet connectivity:
Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred. Note: there may be some projects that have different requirements based on project needs which are communicated at the time of hire. Mobile hotspots must not be the primary source for internet connection for remote workers. Connectivity from the PC to the Internet router via a Category 5 or 6 ethernet patch cable is required to ensure optimal call quality and customer experience. Proof of an internet speed test must be provided upon request.
Note: Google Speedtest or Speedtest.net can be used to test your speed and take a screenshot of the results.
Bring Your Own Device (BYOD):
Requires Computer Operating System: Windows10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5) or newer. For HP Users, Maximus requires removal of SMode. Windows operating systems preferred.
Headsets:
Requires a USB plug and play wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.