Program Eligibility Specialists

Job Description

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

 

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly nine million people who travel through toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in medical bill savings, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.


Job Description

Program Eligibility Specialists

 

Fulltime position open 7 days a week.

 8 hours a day, 5 days a week, and will include either a Saturday or Sunday. 

Purpose:


  • Responsible for responding to customer inquiries with basic Program details, general Program questions, completing Manual Reviews of Program applications and yearly Recertification process inquiries. 

Answers a variety of real-time inbound voice-based communications in English or other languages to support Customer Care.  

•Using a computerized system, responds to customer inquiries in a Call Center Support environment.


  • Resolve customer queries and complaints, which fall within the scope of the assigned responsibilities (Some examples may include answering basic Program questions, referring customers to proper Service Provider, navigating Program website, determining eligibility for Program benefits based on specified requirements or Customer Support).  Agents will have at their disposal a range of tools, processes and systems to address the customers inquiries with speed and efficiency.

  • The purpose of the role is to respond to inbound calls and or written inquiries from clients / customers.  Ensures high level of customer satisfaction is obtained with each interaction.  Role is responsible for assigned population of customers within a specified region of support.

    General:

  • Entry Level with little or no prior work experience

  • Acquires basic skills to perform routine tasks via Training/Nesting environment

  • Work is routine and requires average problem resolution skills
    •Good Written and Verbal skills required attention to detail when determining Program eligibility and logging information into contact forms

  • Works with either close supervision or under clearly defined parameters

 

**Starting Pay at $14.00 per hour with step increases based on uptraining, tenure and performance; Bilingual (Spanish) start at $14.50 per hour

 

Primary Responsibilities:


-Responds to telephone inquiries and complaints using standard call flow and standard procedures ex. Application status, How to apply, Eligibility documentation required

 

-Protect security of Consumer Account information

 

-Assist with Program web portal issues ex. Application process questions


-Gathers information, researches/resolves inquiries and logs customer calls


-Answer general questions from Service Providers and assist with system navigation


-Informs customers about services available and assesses customer needs for resolution


-Reviews Program applications submitted via mail or web portal and follows process to determine correct eligibility to receive Program Benefit

 

-Work with Floor Support and Supervisor to escalate unresolved issues

 


Closing

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.