Salary $43,500 a year job type full-time
Full job description
Client services division
Member contact center call agent
Must be a colorado resident to apply
Note: this posting may be used to fill multiple openings.
Are you interested in becoming informed and applying your knowledge to a topical challenge such as health insurance? are you looking to make a difference in people`s lives in your community? do you care about providing a quality member experience?
If you said `yes` to any of the above questions – we have an opportunity available for youJoin the colorado department of health care policy & financing!
**this announcement will remain open until advertised or until 50 applications have been received; whichever occurs firstEligible applicants are encouraged to apply early.**
We are now hiring agents to work in the member contact center for the colorado department of health care policy & financingThe contact center is the department’s main point of contact for assistance public health insurance inquiries and customer specific issue resolutionThe center delivers direct services to the 1.4 million members enrolled in health first colorado, which offers 26 different benefit plans.
Based on performance in this role there is a well-developed path for advancement.
As part of the state of colorado, hcpf offers a competitive benefits package:
Pera retirement benefits including pera defined benefit plan, pera defined contribution plan, plus 401k and 457 plans
Medical, dental, and vision insurance coverage
Automatic short-term and optional long-term disability coverage
Life and ad&d insurance
Flexible spending accounts (fsas)
Family medical leave act (fmla) job protection and state of colorado paid family medical leave (pfml)
10 paid holidays annually and accrued annual and sick leave
Accrued sick leave for state of colorado temporary employees
Flexplace and flextime work arrangements
Variety of discounts on services and products available through the state of colorado`s work-life employment discount program
Free rtd ecopass to all eligible state employees
Reduced college tuition through csu global
Credit union of colorado membership eligibility
The ongoing covid-19 pandemic has impacted how and where we do our workDuring this pandemic, we are onboarding new employees using a hybrid approachThe department supports flexible work arrangementsDepending on the business need and description of the position, we have options that range from fully remote, hybrid, to full-time in the officeSpecific discussions about the schedule will be discussed during the offer stage.
Description of job
We are looking for passionate, hard-working team members who can work well within a structured, high-volume, high-demand contact center environmentThis position provides first contact resolution, solves members problems, resolves billing issues, answers complex benefit questions and helps members find providers using person-centered principlesThis is an entry level positionThe ideal candidate will:
Have extremely reliable and predictable attendance,
Have the ability to sit in front of a pc/monitor, fielding phone, chat and emails using multiple systems for extended periods of time,
Have exceptional listening, questioning and troubleshooting skills,
Have strong typing skills,
Have strong reasoning skills,
Provide excellent customer service,
Be able to simplify complex concepts and issues,
Have excellent written and verbal communication skills,
Navigate complex benefits, programs and it systems,
Have strong time management and multi-tasking skills, and
Have a high level of self-motivation and ethical self-management
Duties are as follows:
Assess member`s needs and provide expert service and the best solution to their problem, minimizing the member`s effort.
Provide accurate information for over 26 different benefit programs, benefits, rules and policies; additionally, evaluate member issue and draw on available resources to direct members toward appropriate resources, which may be in the community or options for those uninsured.
Actively listen and interpret member`s case while eliciting relevant statements to advise or instruct the member in accordance to our member contact center standard protocol regarding eligibility, benefits and health care alternatives.
Take in-bound calls from members pertaining to all public health insurance programs offered by the department (including but not limited to: colorado indigent care program (cicp), health first colorado, chp+)
Assist members in navigating a complex health care environment by telephone, internet chat, fax, e-mail or through written correspondence regarding all public health insurance programs offered by the department.
Communicate healthcare benefits, qualifications, policies and relevant information clearly and accurately; provide instruction and guide members through various steps or processesSpeak clearly, responding well to questionsParticipate in team meetings.
Navigate through multiple computer applications as well as the department reference materials, policies, procedures, practices, and methods in order to resolve member inquiries.
Minimum qualifications, substitutions, conditions of employment & appeal rights
Bachelor`s degree from an accredited institution in health & human services, health policy and administration, business administration, communications, humanities, social work or a field of study related to the work assignment.
Appropriate experience in a customer-service role related to health care, finance, business administration or a field related to the work assignment that demonstrates problem-solving, analytical skills, and decision making may be substituted on a year-for-year basis for the bachelor`s degree.
You must submit a copy of your transcripts with your application materials if you are using the bachelor`s degree to meet the minimum qualifications.
Bilingual in spanish, russian, cantonese, hmong, farsi or vietnamese – other languages will be considered
Experience in finance, billing, administration or policy in health care industry
Health first colorado or county human services eligibility experience
Deductive reasoning: ability to decipher an individual concern; putting it in context of the member service that is providedPicking out the key words of what the issue is through active listeningHaving a solution-orientated response to apply healthcare policies to specific client questions and problems to provide accurate answers.
Customer service and communication skills: demonstrates a commitment to excellent member service, providing internal customers and external members with accurate information or assistance in resolving problems with kindness and compassion demonstrated through active listening, comprehension, patience and composureExcellent phone skillsExpresses information and ideas clearly and accurately; provides instructions that are clear and easy to follow.
Instruction skills: ability to assimilate information and communicate it to others.
Technical skills: this position requires strong computer and typing skills for in-role documentation and the ability to demonstrate technical agility and resourcefulness through navigating through multiple complex systems (crm, eligibility system, billing system, pharmacy system, ivr, etc.).
Diplomacy: uses discretion and tact when interacting with external clients; effectively handles tense situations over the phone; attentively listens to external clients, taking time to understand the points being made; demonstrates patience and understanding in a time of crisis.
Adaptability: adapts quickly to change and is able to handle multiple client problems and navigate through resources in a calm, organized manner; is open to new ideas and methods.
Critical thinking: uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to member`s cases.
Service orientation: actively looking for ways to help serve members that contact the member contact center.
Definition of professional experience: work that involves exercising discretion, analytical skill, judgment, personal accountability, and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor`s or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.
Conditions of employment
All positions at hcpf are security sensitive positions and require that the individuals undergo a criminal record background check as a condition of employment.
Employees who have been disciplinary terminated, resigned in lieu of disciplinary termination, or negotiated their termination from the state of colorado must disclose this information on the application.
Effective september 20, 2021, employees will be required to attest to and verify that they are fully vaccinated for covid-19, or, submit to twice-weekly serial testingTesting details will be provided during the onboarding processUpon hire, new employees will have three (3) business days to provide attestation to their status with proof of vaccination, or begin twice-weekly serial testing for covid-19.
Testing place is to be determined and will be considered paid work time.
Note: fully vaccinated means two (2) weeks after a second dose in a two-dose series of the covid-19 vaccine, such as the pfizer or moderna vaccine, or two (2) weeks after the single-dose vaccine, such as johnson & johnson’s janssen vaccine, as defined by the state of colorado’s public health order and guidance issued by the colorado department of public health & environment.
Appeal rights: if you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the state personnel board or request a review by the state personnel directorAn appeal or review must be submitted on the official appeal form, signed by you or your representativeThis form must be delivered to the state personnel board by email (firstname.lastname@example.org), postmarked in us mail or hand delivered (1525 sherman street, 4th floor, denver co 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.
For more information about the appeals process, the official appeal form, and how to deliver it to the state personnel board; go to spb.colorado.gov; contact the state personnel board for assistance at (303) 866-3300; or refer to 4 colorado code of regulations (ccr) 801-1, state personnel board rules and personnel director`s administrative procedures, chapter 8, resolution of appeals and disputes, at spb.colorado.gov under rules.
Apply Now (please read carefully)
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Applicants are encouraged to submit a resume and cover letter with their applicationPlease note that only your state of colorado job application will be reviewed during the initial screening; if you submit a resume and cover letter, they will be reviewed in later stages of the selection processTherefore, it is paramount that you clearly describe all of your relevant experience on the application itselfApplications left blank or marked `see resume` will not be considered.
Failure to submit properly completed documents by the closing date of this announcement will result in your application being rejected.
Your application will be reviewed against the minimum qualifications for the positionIf your application demonstrates that you meet the minimum qualifications, you will be invited to the comparative analysis process, which is described below.
Comparative analysis process:
All applicants who meet the minimum qualifications will be invited to participate in a required skills assessmentThe skills assessment will test typing, customer service and critical thinking abilitiesThis is a scored test; scores will be evaluated and those who pass will be moved on to the structured application review listed below.
Structured application review:
All applicants who meet the minimum qualifications and skills assessment will have their application reviewed through a structured process reviewing for preferred qualifications.
Applications will be reviewed in comparison to all others in the applicant pool in order to identify a top group of up to 6 candidates who may be invited for a final interviewDepending on the size of the applicant pool, additional selection processes may be utilized to identify a top group of candidatesApplicants will be notified of their status via email.
Due to covid-19, we anticipate interviews for this position will be done via google hangouts or zoom.
We are committed to increasing the diversity of our staff and providing culturally responsive programs and servicesTherefore, we encourage responses from people of diverse backgrounds and abilities.
Adaaa accommodations: the state of colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to applyThe state of colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve themTherefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
The department of health care policy & financing is committed to the full inclusion of all qualified individualsAs part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardshipIf you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our adaaa coordinator, debra becerra, at email@example.com or call 303-866-4438.
The department of health care policy & financing does not offer sponsored visas for employment purposes.
~the state of colorado is an equal opportunity employer~
If you experience difficulty in uploading or attaching documents to your online application, or for any other technical difficulties, call neogov technical support at 855-524-5627 anytime between 6:00 a.m.-6:00 p.m(pacific time).