Client service rep

Job Description Summary

Conducts face-to-face outreach and enrollment broker services to beneficiaries in a group and individual presentations. Presents Managed Care Options to beneficiaries and assists them in using their health care plans.

Assists management with the training / guidance of new Enrollment Service Representative staff. Maintain positive relationships with the county staff, community groups and HCO clients;

conducts on-going training of HCO program to county staff. Bilingual fluency in English and Spanish. Ability to travel (valid CA driver’s license and evidence of insurance required) throughout the county and surrounding counties as needed, in a dependable and punctual manner.

JOB RESPONSIBILITIES :

• Conducts face-to-face outreach and enrollment broker services to beneficiaries in a group and individual presentations.


• Presents Managed Care Options to beneficiaries and assists them in using their health care plans.


• Assists beneficiaries in the enrollment / dis-enrollment process.


• Assists other Enrollment Service Representatives with daily management duties.


• Assists management with the training / guidance of new Enrollment Service Representative staff.


• Maintains positive relationships with the county staff, community groups and HCO clients; conducts on-going training of HCO program to county staff.


• Performs data entry for enrollment / dis-enrollments, as needed.


• Transmits enrollment / dis-enrollment data to central processing facility operations in accordance with HCO policies and procedures.



• Provides beneficiaries with status of enrollment / dis-enrollment, medical exemptions and waivers.


• Documents daily activity accurately in Customer Relationship Management Database


• Reviews knowledge base content for accuracy and makes recommendations for improvement.


• Adheres to established procedures, performs self-checking and pay attention to detail in the performance at work.


• Meets Field Operations minimum performance standards.


• Notifies management in a timely manner of any problems with procedural compliance using established processes.


• Reports observed quality problems and deficiencies in a timely manner.


• Makes recommendations to management for improving the quality and efficiency of work.


• Meets Production and Quality Assistance goals as defined for this position.


• Ability to work any and all assigned offices as directed by management.


• Ability to attend and promote the program during community events and health fairs as needed.


• Meets all standards established for this position as outlined in the attached performance criteria.


• Performs other duties as may be assigned by management.

EDUCATION / EXPERIENCE :

• High School diploma, GED, or equivalent certification; knowledge of the community to be served; computer literacy; ability to work with MS Office (Excel, Word, PowerPoint);


• ability to quickly learn new software programs. Type 20+ wpm; ability to travel throughout the county in a dependable and punctual manner;


• excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment;


• ability to successfully execute many complex tasks simultaneously; and ability to work as a team member, as well as independently;

and fluency in threshold languages including reading and writing ability.

Preferred qualifications include : Six months of human services experience dealing with the public. Presentation and / or public speaking experience (teaching, marketing, community outreach and education, or public relations experience).

Experience working with low-income and diverse populations; Capable of presenting the required information and materials interactively and in a culturally and linguistically competent manner that readily lends itself to comprehension and retention by beneficiary being served.

Job Summary

Essential Duties and Responsibilities :

• Develop working relationships with customers and monitor engagement and progress.


• Work with customers on a regular basis to meet and achieve program goals and / or maintain program services and eligibility.


• Conduct workshops and other training related services for customers.


• Exhibit considerable programmatic knowledge and assist customers in multiple phases of the application process, ranging from enrollment through the awarding of benefits and services.


• Assist customers to acquire services that facilitate program goals (e.g., educational and / or vocational training, medical, child care, transportation, substance abuse / mental health, child support establishment, legal, and other related needs).


• Follow-up with customers to ensure that their needs are met and questions and concerns are resolved.


• Interact with other team members to provide expertise and assistance in resolving participant issues.


• Maintain accurate and timely case notes on all customer contacts and document activities.


• Share information about outreach and engagement efforts with project staff.


• Inform project staff of any barriers that they identify and that are preventing the customer from engaging with the Provider.

Minimum Requirements :

• High School diploma with 0-1 years of experience.



Last updated : 2022-11-27