Under the direct supervision of the Contact Center Director and Supervisor, the Customer Service Representative 1 is responsible for providing exemplary customer service to Managed Care Organizations, Medicaid members, caseworkers, medical providers and CTS’ Non-Emergency Medical Transportation Provider Network.
Essential Duties and Responsibilities:
•Acts as the first point of contact with all customers – primarily our Mandarin speaking clients.
•Takes non-emergency medical transportation reservations through various sources
•Verifies client eligibility and confirms medical appointments
•Confirms that requests for transportation are to Medicaid covered services
•Evaluates client transportation needs and makes costs effective decisions
•Refers reductions in services and denials to Manager for appropriate action
•Conducts customer Quality Assurance surveys
•Records incidents and complaints and refers to Manager for resolution
•Manages requests using telephone, voicemail, and computerized scheduling systems
•Maintains manual and electronic data collection systems
•Receives, logs, and relays messages to transportation providers
•Makes suggestions for improvement in the daily call center operation
•Shares in the ownership of the overall departmental performance
•Meets guidelines established in corporate contracts for speed of answering calls and abandonment rates
•Participates in cross training of responsibilities as appropriate
•Performs any and all duties consistent with this job description as assigned by management
•Works overtime when required
•Other duties may be assigned
Education and/or Experience:
•High school diploma or general education degree (GED)
•Three to six months related experience Language Skills (In English- Required):
•Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
•*Multi-lingual in English, Mandarin, and Cantonese required_*
The ability to understand basic computer skills such as; data input into computer screens.
MANDATORY TRAINING REQUIREMENT:
•Training Dates: Monday 12/02/19 – Friday 12/13/19
•Training Hours: 8am-5pm each day with a 1-hour unpaid lunch break. WORK SCHEDULE
•Following the Training Program, new hires will work an 8-hour shift plus a half-hour unpaid lunch (total shift will be 8 1/2 hours). The 8 1/2 hour work shift will be the same each day and occur between the hours of 8am-8pm, Monday – Friday, could be adjusted by department as needed. CTS offers a competitive, performance based, salary and fringe benefits program.
•**No exceptions will be made for the training dates or times***
CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. Only qualified candidates selected for interview will be contacted.