Customer Operations Rep II - Connect For Health Colorado : Job Details

Job Type Full-time Description Connect for Health has a great opportunity for a Customer Operations Representative II. Connect for Health Colorado is a public, non-profit entity established by the Colorado General Assembly in 2011 to create a health insurance Marketplace. Since 2013, we've been helping individuals, families and small employers compare plans, apply for financial help, and buy health insurance. As Colorado's official health insurance marketplace, we are the only place to apply for financial help to lower the monthly cost of premiums. Customers can shop online; get help by phone or online chat from Customer Service Center representatives; and access expert help from a statewide network of certified Brokers and community-based Assisters. Our mission is to increase access, affordability, and choice for individuals and small employers purchasing health insurance in Colorado. For more information: ConnectforHealthCO.com Position Summary: The Customer Operations Representative II performs all Representative I and II responsibilities, remote and onsite, as well as serves on sub-specialized teams focused on specific stakeholders and/or escalation paths. The tier II responsibilities include CBMS access which allow for the answering of phone calls supporting exchange and/or mixed household customers and the processing of MA applications, redetermination packets, and customer verification documents. Most successful, effective Customer Operations Representatives are passionate about providing excellent customer service with empathy while resolving the members' questions on the first call. The Representative II consistently strives to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. Position Responsibilities: The Customer Operations Representative II has primary responsibility for the following:

• Services both inbound and outbound calls for exchange and/or mixed household customers, researching and resolving customer questions regarding access, affordability, and choices for both Marketplace health insurance and State programs.
• Processes Medical Assistance (MA) site applications and redetermination packets, change requests, and Manual Verification Request (MVR) clearance in the marketplace and state's eligibility systems and other verification documents provided by customers.
• Maintains expert knowledge of county and state systems (e.g., Colorado Benefits Management System (CBMS)) and eligibility requirements for all Medical Assistance (MA) programs.
• Seeks, understands, and responds to the needs and expectations of internal and external customers which includes the general public, Carriers, Brokers, and Assisters.
• Develops and maintains positive working relationships with customers through responsiveness and delivery of accurate, timely and effective services.
• Complies with all HCPF Reporting Responsibilities (RMTS).
• Uses computerized systems for tracking, information gathering and troubleshooting.
• Utilizes resource materials, policies and procedures, handouts, databases, and training opportunities to ensure accuracy and quality of all aspects of customer service interactions.
• Achieves Customer Operations expectations specific to After Call and Hold Times, call quality, processing rates, and other defined individual and departmental metrics.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Maintains a neat, clean, and professional personal appearance and observes the established C4HCO dress code when applicable.
• Adheres to all Company time, attendance and punctuality policies or applicable law covering the same. Records all accurate work hours in the Company's designated time keeping system and adheres to overtime policy and procedures for requesting time off or change in schedule.
• Maintains confidentiality, information security and ethical behavior when managing all Company and member records information.
• Attends and participates in required educational training sessions and team meetings as scheduled and assigned.
• Other duties as assigned.

Requirements Position Requirements:

• A high school diploma or equivalent.
• 2 years prior, work related experience in an automated Customer Service Center environment; or a combination of education and experience, which would provide an equivalent background.
• Ability to communicate effectively in the English language. Bi-lingual in English and Spanish is a plus.
• Strong oral, written and interpersonal communication skills, problem-solving and analytical skills with the ability to effectively communicate and interact with all levels of internal and external customers.
• Ability to work with minimum supervision, organize workload and prioritize work tasks to meet productivity goals.
• Basic technical troubleshooting knowledge and ability to effectively use computer software and technology as required, including Phone system, Microsoft Office: Word, Excel, Outlook.
• Ability to adapt to change and respond to difficult and challenging situations in a professional manner.
• Working knowledge of customer care processes, techniques and call protocol, both inbound and outbound.
• Must be willing to submit and successfully pass a criminal background check.
• Colorado resident.
• Remote, offsite work must have the following internet connectivity:
• Ethernet connection required (No Wi-Fi). 50-foot cable will be provided.
• Mobile hotspots, MiFi, and 4G/5G connections will not be supported
• Home requirements for remote assignments (These minimum requirements assume a single member household. If there are multiple users using the internet for activities like streaming and gaming, download/upload speed requirements may increase accordingly.

Download: 1.5 Mbps Upload 1.5 Mbps Latency under 150 ms Jitter under 30 ms Connections can be tested at or using the Speedtest.net mobile app

• Workspace must be separate from living space with a locking door (example: spare bedroom, study, basement)
• Landline phone service with Call Waiting disabled (cell phones and VOIP are not allowed)
• No distractions or background noise (this includes children, other adults, dogs, cats, birds, doorbells, music, tv, etc.)

Work Environment: Currently working remotely The Connect for Health Colorado office is in the North Tech Center area of Denver, near the intersection of I-25 and I-225 Work schedule may include some non-traditional hours, weekends, and evening events. Core office hours, typically 8am-5pm with some flexibility. Total Compensation: Connect for Health Colorado offers a competitive benefits package. Employees are offered a robust benefits package and may elect from various offerings to tailor a package best suited to their individual needs. Connect for Health Colorado employees are eligible to participate in the organization's 403(b) plan and are additionally provided with paid time off, short- and long-term disability and life insurance. The salary range for this position is $18.94 - $21.73 per hour. To Apply: Please apply on our Career page at Connect for Health Colorado is an equal opportunity employer (EOE). Connect for Health Colorado may, at its discretion, conduct a background check on any workforce member and/or require job candidates to successfully complete a background check as a condition of employment. Connect for Health Colorado accepts applications on an ongoing basis until a qualified candidate is selected. Salary Description $18.94 - $21.73 per hour