Remote Customer Service Representative

Struction Solutions is seeking dependable and customer-focused Client Support Representatives to assist members of the Louisiana Medicaid managed care programs. Representatives will answer incoming calls, explain healthcare enrollment options, process member requests, and provide courteous and unbiased support.

Responsibilities:

• Answer incoming calls from Louisiana Medicaid members and potential members
• Assist members with selecting a health plan and indicating a primary care provider preference
• Explain how to access services through Louisiana Medicaid managed care programs
• Process enrollments, disenrollments, and other member inquiries
• Educate members about managed care, the 90-day choice period, and annual enrollment
• Research and follow up on complicated or unresolved cases
• Document member questions, complaints, and resolutions accurately
• Maintain current knowledge of program policies, procedures, and changes
• Protect member confidentiality and provide unbiased assistance
• Escalate concerns to a Lead Agent or Call Center Supervisor
• Perform additional duties assigned by management

Requirements:

• High school diploma or equivalent
• At least one year of customer service experience in a call center environment
• Strong written and verbal communication skills
• Excellent active-listening and customer-service abilities
• Comfortable using computers, reports, and multiple automated systems
• Ability to communicate effectively with culturally diverse populations
• Strong organization and attention to detail
• Ability to manage multiple tasks in a fast-paced, deadline-oriented environment
• Ability to work independently and as part of a team
• Associate degree or equivalent relevant experience preferred
• Medicaid, managed care, Louisiana Medicaid, or LaCHIP experience is helpful but not required; program training will be provided