**Experienced Full Stack Customer Service Representative – Medicaid Enrollment and Health Insurance Benefits**

Are you a highly motivated and customer-focused individual with a passion for delivering exceptional service? Do you have a strong background in customer service, with experience in handling high-volume calls and providing accurate information to customers? If so, we encourage you to apply for our Experienced Full Stack Customer Service Representative position, where you will play a critical role in assisting Medicaid recipients with enrolling in health insurance benefits and answering questions about their benefits. **About ATHENA Consulting** ATHENA Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better by engaging and supporting our clients and partnering with them to be the most knowledgeable staffing partners. We make our Employees' Lives Better by identifying and cultivating their talents and matching these talents with our customers' needs. ATHENA places a high value on customer service, accountability, and getting the job done. **Job Summary** We are seeking an Experienced Full Stack Customer Service Representative to join our team. As a key member of our team, you will be responsible for providing exceptional customer service to Medicaid recipients, assisting them with enrolling in health insurance benefits, and answering questions about their benefits. This is a full-time temporary position, paying $16.13 per hour, with the opportunity for long-term placement. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work in a fast-paced environment. **Responsibilities** As an Experienced Full Stack Customer Service Representative, you will be responsible for: * Providing exceptional customer service to Medicaid recipients, assisting them with enrolling in health insurance benefits, and answering questions about their benefits * Handling high-volume calls and providing accurate information to customers * Documenting all consumer interactions and work processes in State-provided Customer Relationship Management (CRM) solution and the MHC worker portal * Providing general information about QHP, SADP, and Medicaid/MCHP Managed Care Organizations (MCOs) offerings * Informing consumers how to make premium payments to carriers * Responding to inquiries related to eligibility status, enrollment status, and coverage dates * Assisting and educating consumers on appeal and complaint processes * Answering questions and assisting with problems related to 1095A and 1095B forms * Providing assistance with password resets (tech support) * Providing referrals to appropriate agencies, including the Attorney General's Health Education and Advocacy Unit, the MIA, and local departments of social services, for applicants and enrollees with grievances, complaints, questions, or the need for other social services * Providing consumers assistance in navigating the web portal, assisting with enrollment and financial assistance eligibility, and comparing health and dental plans * Performing other related duties as assigned **Requirements** To be successful in this role, you will need: * At least three (3) years of relevant experience in customer service, preferably in a call center environment * Proficiency in Microsoft Word and Microsoft Office Suite * Excellent verbal, written, and listening communication skills within the English language * Excellent organizational skills and attention to detail * Proven, high-quality customer service (internal and external customers) * Ability to work collaboratively and effectively in a team environment * Ability to learn and learn information quickly * Solid ability to analyze situations carefully and adopt appropriate courses of action * Ability to understand and adhere to the duties, methods, and procedures required by the position * Ability to prioritize tasks and manage time effectively * Ability to effectively communicate to large and small group audiences * Proficient with Microsoft Office Suite or related software * High school diploma or GED required; Associate degree or higher from an accredited college or university preferred **Technical Requirements** To perform this role, you will need: * Bring Your Own Device (BYOD) * No smartphones and low-performing computer platforms (such as Chromebook) from accessing Amazon WorkSpaces (AWS) * Computer Operating System: Windows 10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5), or newer required * 16 GB of available RAM * 256 GB of available Storage * For HP Users, the removal of SMode Headsets is required * A USB plug-and-play wired headset with a microphone and noise suppression is required * Bluetooth headsets are allowed if wired is not available **Internet Requirements** To perform this role, you will need: * Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintaining a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, a download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred * Mobile hotspots must not be the primary source of 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 **Physical Requirements** To perform this role, you will need: * Prolonged periods of sitting at a desk and working on a computer * Standard hours of work are Monday through Friday, 9:30 am – 6:00 pm, however, evening and weekend hours may be required * Travel may be required up to 10% of the time **Benefits** As an Experienced Full Stack Customer Service Representative, you will enjoy: * Regularly scheduled hours * Internal promotion opportunities * Retention Bonus Program: total potential $600 after 180 days * Drawing for a $100 dollar Amazon gift card after successfully completing two weeks of training * Medical, dental, and vision insurance * Medical and dependent flexible spending account * Pet insurance * 401k with a generous employer match * Easy to use employee self-serve HR portal * Paid time off * Holiday pay **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for our Experienced Full Stack Customer Service Representative position. Please submit your application today, and join our team of dedicated professionals who are committed to making lives better. Apply To This Job Apply for this job