Description
* Position is eligible for Remote / Work from Home opportunity *
Department: Part B Contact Center
Telecommuting Eligible: Yes
Job Grade: N11
Notice of Collection & Privacy Policy for Applicants Residing in California: California Applicant Privacy Policy | Noridian (noridiansolutions.com)
Job Title
Customer Service Representative I (Remote)
Job Summary
The Customer Service Representative responds to calls or written correspondence and serves as a direct point of contact for customers, assisting with information in response to various inquiries.
Key Performance Indicators
- Excellent multi-tasking skills
- Excellent customer service skills
- Strong verbal and written communication skills
Essential Functions
Key Duties/Responsibilities/Accountabilities
- Responds to customer inquiries promptly and accurately
- Documents all inquiries appropriately
- Understands and applies confidentiality and security guidelines
- Maintains minimum production expectations while meeting defined quality expectations
- Maintains knowledge of online reference information
- Prioritizes work throughout the day and adapts to changes in workload as needed
Non-Essential Duties and Functions
Minimum Qualifications
- High School diploma or GED
- Ability to maintain confidential information in compliance with HIPAA regulations
- Excellent data entry skills
- Program training as required
- Demonstrated problem solving skills
Preferred Qualifications
Above requirements and the following:
- Previous work experience in a healthcare provider or insurance environment and/or contact center experience
- Ability to work flexible schedules
Environment and Cognitive/Physical Demands
- Office Environment
- Ability to read, hear, speak, keyboard, reason, communicate effectively and problem solve
- Requires prolonged sitting and telephone use
- Requires the use of office equipment such as computer terminals, telephones, copiers and printers
- Infrequent lifting to 15 pounds
- Infrequent stooping
Segregation of Duties
Every employee is responsible to perform their duties and responsibilities in accordance with Noridian values, policies and procedures, including but not limited to: Segregation of Duties Principles, HIPAA, Security and Privacy, CMS requirements, the Noridian Compliance Program and any other applicable laws, rules and regulations.
Statement of Other Duties
This document describes the essential functions, requirements, and responsibilities of this job, and is not intended to be a complete list of all tasks and functions. Employees may be requested to perform job related tasks other than those specifically listed in this description and may be required to perform any task requested by the supervisor or management.
Total Rewards Package:
Health, Dental and Vision Insurance, Voluntary Insurance Plans, Health Savings and Flexible Spending Accounts, 401k and Company Match, Company-paid Life Insurance, Education Assistance Program, Paid Sick Leave, Paid Holidays, Increasing PTO Accrual Plan, Medical/Parental/Disability Leave, Workers Compensation, Retiree Benefits, Severance Package, Employee Assistance Program, Financial and Health Wellness Benefits, Casual Dress, Open Office Setting, and Online Learning System.
CMS Access Compliance and Regulation Contingency Statement
Some positions require compliance with (i) federal and agency specific regulations and related clauses included in Noridian's prime contracts with the Government, (ii) background checks, and (iii) eligibility for a government-issued identification card.
An employee in this position may be required to possess a “Federal Identification Card” (Federal ID) as a condition of employment. Federal ID’s may include one of the following: Personal Identity Verification (PIV) card, Personal Identity Verification-Interoperable (PIV-I) card, a Local-Based Physical Access Card issued by CMS, or a Local-Based Physical Access Card issued by another Federal agency and approved by CMS. Obtaining a Federal ID and continued eligibility for this position may require the successful completion of a Federal Background Investigation performed by the Federal Government and a residency requirement that you have lived in the United States at least three out of the last five years. Failure to obtain a Federal ID may result in the removal from the position or termination of employment.
Equal Employment Opportunity
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
Below is the salary range for potential new hires.
Salary Range: $17.75 - $20.60
Other Compensation: Self-Managed PTO (if applicable), Incentive Plan
Lifestyle Benefit: $50/month
