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Medicaid Contact Center Representative

Company: State of North Carolina
Location: Durham
Posted on: June 10, 2021

Job Description:

Description of Work

NOTE: If you are a current NC State Government employee, you will not be considered for a temporary assignment. Temporary Solutions cannot accommodate dual employment.

This opportunity has been re-posted. Applicants must reapply if they wish to be considered.

This posting is for up to two, full-time temporary positions. These positions are located in Durham - Durham County. There are no leave or retirement benefits offered. These positions are expected to work on-site but remote work may be available, depending on programmatic needs.

Hourly Rate:$15.50 to $18.00

(Hourly Rates are based on education, experience, equity, and budget)

The positions are based in the Workforce Management team located in the Medicaid Contact Center, a call center environment. These positions will be responsible for designing reports using provided data to review current performance and forecast changes. They will also assist in the design of call center and team metrics that will allow for monitoring and addressing performance issues. These positions will also serve as back up to the DSS Support Unit within the Medicaid Contact Center.

Responsibilities include, but are not limited to, the following:

* Sending daily emails to all staff for scheduling adherences * Accurately updating hourly, daily and monthly reports * Accurately analyze data for trends and forecasting * Communicate via written correspondence to the DSS case workers/providers to explain denial reasons and steps to take following the denial * Process high volume of correction requests submitted by DSS agencies

Knowledge, Skills and Abilities / Competencies

To receive credit for all of your work history and credentials, you must list the information on the application form. Any information listed under the text resume section or on an attachment will not be considered for qualifying credit. Qualified applicants must document on the application that they possess all of the following:

* Demonstrated ability in answering a multi-line phone system * Excellent oral and written communication skills, including the ability to compose clear error free messages, memos, and letters * Proficiency in Microsoft Excel, Outlook, PowerPoint, and Word * Proven experience using Microsoft Excel to create spreadsheets, enter and filter data, and create and edit formulas * Proven experience using Microsoft Excel to develop data reports and charts * Proven ability using office equipment such as a computer, scanner, and fax * Ability to adhere to call center production metrics and standard operating procedures * Ability to establish and maintain effective working relationships * Ability to work independently with minimum supervision

Management Preferences:

* Previous experience working in a call center * Previous working experience using NCFAST and NCTRACKS * Bilingual (preferably Spanish and English) * Knowledge of Medicaid and healthcare industry process and procedures * Proficiency in Microsoft Access

Physical Requirements:Must be able to answer phone calls and perform data entry on a computer.

Minimum Education and Experience Requirements

High school or General Educational Development (GED) diploma and one year of administrative experience; or an equivalent combination of education and experience.

Supplemental and Contact Information

The North Carolina Medicaid and NC Health Choice programs (NC Medicaid), managed by the Division of Health Benefits (DHB), helps North Carolinians improve their health and well-being by providing access to services and supports for low-income parents, children, seniors, people with intellectual / developmental disabilities, behavioral health needs or substance use disorders. With a budget of more than $14 billion per fiscal year, Medicaid ensures that 69,000 enrolled providers are reimbursed for delivering covered services to more than two million beneficiaries. On Sept. 23, 2015, the North Carolina General Assembly passed Session Law 2015-245, as amended, directing NCDHHS and DHB to lead the transformation of the Medicaid and NC Health Choice programs from a predominantly fee-for-service delivery system to managed care.

Pre-Employment criminal background checks are required for all positions with the Division of Health Benefits.

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. You will either receive a call to schedule an interview or an email notifying you when the job has been filled.

For technical issues with your application, please call the NeoGov Help Line at 855-524-5627. Applicants will be communicated with via email only for updates on the status of their application. If there are any questions about this posting other than your application status, please contact us at Medicaid.Recruitment@dhhs.nc.gov.

Keywords: State of North Carolina, Durham , Medicaid Contact Center Representative, Other , Durham, North Carolina

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