Who we are
Community Health Plan of Washington is
an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration.
Our commitment is to:
· Strive to apply an equity
lens to all our work.
· Reduce health disparities.
· Become an anti-racist organization.
· Create an equitable
work environment.
About the Role
- Discusses the features, advantages, and benefits of Community Health Plan consumer product lines with members or potential members in a high volume environment.
- Utilizes pre-determined call scripts in retention outreach efforts.
- Makes up to and more than 120 calls per shift.
- Coordinates the use of the language line for non-English and non-Spanish members
- Assist members with Primary Care Provider Changes and general benefit questions.
- Follows up on initial calls with further calls to answer questions or conduct surveys.
- Maintains current knowledge of federal Medicare regulations; assess impacts of regulation changes, and assure compliance with regulations (in conjunction with Compliance).
- Maintains current knowledge of state statutory requirements related to customer outreach, assess impacts of requirements, and assure compliance with requirements.
- Supports other activities of Marketing, Enrollment Growth, and Corporate Communications department as necessary.
- Being able to report to work on time and work the days scheduled is essential to this position.
- Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer, at its sole discretion.
Non-Exempt - Reporting to work on time and for all scheduled shifts is essential to this position.
Qualifications
Education
- High School diploma or equivalent required
- License, Certifications, and other Specialized Training
- Medical terminology courses preferred
Experience
Required
- Keyboard and computer experience required
- Prior related inbound/outbound call center experience preferred
- Demonstrated success in telemarketing sales
- State Programs, Commercial, or Medicare+ Choice or Medicare Advantage health plan experience preferred Employment Eligibility
- Complete and successfully pass a criminal background check
- Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency
Knowledge, Skills, and Abilities
- Must have the ability to handle high call volume in a fast paced environment.
- Must be able to work evenings and weekends when necessary.
- Ability to complete moderately complicated procedures and tasks, which require independent judgment, such as setting task priorities, evaluating results and coordinating with others
- Must have professional telephone voice and presentation
- Ability to set priorities, meet scheduled deadlines with minimal supervision.
- Strong organizational skills and accurate work results.
- Bilingual Spanish preferred
CHPW OFFERS ROBUST TOTAL REWARDS
The position is FLSA Non-Exempt (hourly) and is eligible for overtime. The position is also eligible for as an annual incentive based on company, department, and individual performance goals. Full and Part - time employees have the option to enroll in medical, dental, vision and voluntary life insurance benefits, and 401(k) retirement benefits effective the 1st of the month following or coinciding with their start date. CHPW provides a 6% 401(k) employer match, Basic Life, Accidental Death and Dismemberment insurance, short and long-term disability, financial coaching, and wellness programs at no cost.
CHPW employees start earning 17 days of Paid Time Off (PTO) and receive 40 hours of community service for volunteer time, and two floating holidays immediately. The company offers 10 standard holidays, paid jury duty and compassion time.
CHPW offers a monthly stipend to offset work-from-home expenses for roles that are 100% remote.
Member-facing roles are eligible for an hourly premium for multi-language employees who are required to use their language skills in their job and successfully complete a language assessment.
SENSORY/PHYSICAL/MENTAL REQUIREMENTS
Sensory*:
- Speaking, hearing, near vision, far vision, depth perception, peripheral vision, touch, smell, and balance.
Physical*:
- Extended periods of sitting, computer use, talking and possibly standing
Mental:
- Must be able to manage conflict, communicate effectively and meet time-sensitive deadlines.
WORK ENVIRONMENT
Office environment with frequent environmental exposure to low-grade radiation from computer monitors; fast paced with frequent interruptions.
PROTECTED HEALTH INFORMATION (PHI) ACCESS
All information (written, verbal, electronic, etc.) that an employee encounters while working at CHPW is considered confidential. CHPW employees may encounter protected health information in the regular course of their work at and for CHPW. This position may be exposed to and required to deal with highly confidential and sensitive material and must adhere to CHPW policies, guidelines, and all applicable laws and regulations at all times.
*Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation.
This job description is intended to describe the general content and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities or requirements of this position.
Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration.
United States
