Department:
Finance/Revenue Cycle
Location: Oak Forest Health Center
Shift: Flexible/Rotating & Rotating Saturdays
The Call Center Customer
Service Representative (CSR) is responsible for call center-based education,
proactive outreach, and assisting Non-Medicaid individuals with application
screening questions and details on how to apply for Medicaid or 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 handle patient complaints
and propose suitable solutions. Utilizes best practices and performs all duties
in accordance with Cook County Health and Hospitals (CCHHS) and departmental
standards, policies and procedures.
This position is exempt from Career
Service under the CCHHS Personnel Rules.
MULTIPLE VACANCIES
Typical Duties
- Educates Medicaid enrollees of plan options including
information on the mandatory managed care choice process - Answers questions from patients, providers and the
general 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 callers 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 during the quality review process
MINIMUM QUALIFICATIONS
- High School Diploma or GED is
required
.
Must provide
proof at time of interview
. - 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. Travel is
required
. - Bilingual in English/Spanish, both oral and written
communication is
required.
Bilingual skills will be assessed at time of interview
PREFERRED QUALIFICATIONS
- Associate’s Degree or higher from a college or
technical school is
preferred. - Three (3) years of experience
associated with screening/processing of individuals seeking Medicaid,
SNAP, cash assistance, charity care, or other related social services
within a multi-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
- Strong interpersonal and team skills
- Thorough knowledge of web based application processing
system, Cerner, eligibility verification system, Illinois Department of
Human Services application benefits eligibility systems - 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 - 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 - Strong customer service skills
MUST MEET ALL
REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING.
Degrees and transcripts from non-U.S. accredited institutions
must be translated and certified to the US equivalent academic credentials by a
recognized US education interpreter service.
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.
Benefits Package
- Medical, Dental, and Vision Coverage
- Basic Term Life Insurance
- Pension Plan
- Deferred Compensation Program
- Paid Holidays, Vacation, and Sick Time
- You may also qualify for the Public Service Loan
Forgiveness Program (PSLF)
COOK COUNTY GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER
For
further information on our excellent benefits package, please click on the
following link:
http://www.cookcountyrisk.com/
00117598
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