The Bilingual Customer Advocate contributes to the successful outreach and enrollment program for New Jersey FamilyCare and Medicaid programs. The work location will be in a secondary call center located in Phoenix, AZ. The Bi-lingual Customer Advocate will provide educational outreach and enrollment services to recipients via the phone, chat, or other communication channel, providing assistance for enrolling in a qualified health plan. He/she will be trained on the basics of the health plan options, eligibility for plans and how to assist consumers with enrollment in the plans. Key responsibilities include: Assist consumers with all aspects of the enrollment and/or renewal processes using the systems furnished by the State of New Jersey and the Contractor’s case management system Assist with Explanation of Eligibility Determination Assist with Plan Comparisons Obtain client information by answering telephone calls; interviewing clients; verifying information Determine/assess eligibility by comparing client information to requirements Input data directly into systems furnished by the State of New Jersey and the Contractor’s case management system necessary to determine/assess eligibility and plan selection Represent the New Jersey FamilyCare and Medicaid program in a professional manner Provide exceptional customer service Follow all approved standard operating procedures and other applicable state and federal regulations Informs clients by explaining procedures; answering questions; providing information. Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures Updates job knowledge by studying new scripts; participating in educational opportunities Effectively communicate with both internal and external clients Consistently provide accurate and timely documentation of daily activities and results Maintain accountability, reliability and dependability when performing all assigned job duties Participate in training sessions required by the State and Cognosante The successful candidate will also be expected to: Pass a background check as required for certification. Successfully complete mandatory training and certification requirements in allotted timeframe Be available to work flexible/nontraditional hours, such as early mornings, evenings and weekends Employee is expected to undertake any additional duties as they are assigned by their Supervisor Minimum Qualifications Possess an Associates’ degree from an accepted and accredited college or university, or the equivalent of 1 year of customer service experience or experience in a healthcare field and knowledge of Medicaid and managed care programs Ability to demonstrate proficiency in computer literacy, use of relevant computer applications such as MS Office, and use of other types of office technology Fluent in English and Spanish Additional Qualifications Basic knowledge of healthcare and/or the New Jersey FamilyCare/Medicaid programs Strong communication skills Ability to pass language fluency proficiency exam Excellent attendance record Aptitude for learning and utilizing various software tools as needed Advanced PC skills |
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