Hybrid Customer Service Representative – Public Service Representative 3

at Oregon Department of Human Services

• Job title: Customer Service Representative – Public Service Representative 3
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $3,429 - $4,622 per month
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Salem, United States

About the role

• Customer Service Representative assisting Medicaid participants in Oregon with inquiries. Providing guidance on the Oregon Health Plan and resolving issues related to healthcare.

Responsibilities

• Answer phone calls from Medicaid participants and their representatives.
• Provide guidance on accessing the Oregon Health Plan and seek to resolve questions or concerns.
• Explain rules, policies, and procedures to help members understand their health care and billing issues.
• Provide guidance on how to work with their Coordinated Care Organization or their Open Card providers.
• Respond to phone and email inquiries from participants, advocates, providers, coordinated care plans, medical professionals, and agency staff.
• Review systems and assist with questions about medical benefits, referring callers to appropriate resources.
• Respond professionally to callers who may be frustrated, confused, or concerned, and support those lodging complaints or reporting fraud.
• Accurately document calls and conduct follow-up research using multiple databases.
• Verify eligibility/coverage dates, coordinated care and third-party resources.

Requirements

• Two years of experience in customer service.
• One year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

Benefits

• Excellent medical, vision, and dental benefits package for the employee and qualified family members with a very low monthly out-of-pocket cost.
• Optional life insurance, short-term disability, long-term disability, deferred compensation savings program, and flexible spending accounts for health care and childcare expenses.
• Employee benefits include 11 paid holidays, 3 personal business days, 8 hours of monthly sick leave, and vacation accrual starting at 8 hours per month.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Membership in the Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP).
• Training opportunities that will help grow your career with the State of Oregon.