Customer Service Representative - Community Health Care

POLK COUNTY BOARD OF COUNTY COMMISSIONERS JOB DESCRIPTION
JOB TITLE: Customer Service Representative
SOC CODE: 43 - 4050
FUNCTION: 43 – Office and Administrative Support
PG: 07
DIVISION: Community Health Care
FLSA: Non-Exempt
SECTION: Health and Human Services
$16.70 - $24.23/hour

Must possess the physical, developmental and mental ability to perform job tasks, responsibilities and duties of the job illustrated below:

MAJOR FUNCTION
Provides customer service and communicates directly with the public to offer information and application support for the Polk HealthCare Plan and other social service programs in the Health and Human Services Division through the Indigent Health Care Program.

ILLUSTRATIVE DUTIES
• Provides customer support, visitor reception, and client intake duties.
• Greets the public in a friendly, professional manner via telephone or in person providing guidance, information, and responding to inquiries according to established procedures as directed by supervisor.
• Exhibits detail-oriented etiquette and friendly attitude when answering telephone calls.
• Provides support and assistance to existing and prospective Polk HealthCare Plan members.
• Assists the public in providing technical support and guidance in completing portal applications.
• Maintains and updates customer information as needed. May assist in facilitating follow up support by collecting required applicant information and documentation in electronic platform for new enrollment and renewals.
• Attempts to resolve and de-escalate any issues in a calm manner.
• Ensures to escalate calls or challenges to supervisor when necessary and appropriate.
• Appropriately scheduled appointments with Case Managers as needed.
• Performs multiple tasks simultaneously and accurately and adjusts to shifting priorities.
• Performs varied clerical duties including other record keeping duties using fax machines, personal computers, calculators, copy machines and other general office equipment.
• Prepares reports, information/forms and responds to inquires as requested.
• Assists in copying, distribution, and preparing paperwork for management staff and/or any follow-up actions.
• Completes and prepares memorandums, reports, letters, forms, and statements as directed.
• Files documents electronically and manually, and updates/maintains various forms as requested.
• Maintains confidentiality of all records as required by various laws and statues, including the Health Insurance Portability and Accountability Act (HIPAA).
• Handles routine mail duties such as picking up, sorting, date stamping, distributing and preparing for mailing according to established office procedures.
• Participates in regular staff meetings, reports to Support Services Supervisor.
• Monitors call status and provides support for the reception/switchboard area as requested.
• Functions as a member of a cross-functional team throughout program area and division.
• Uses independent judgment and may work independently as assigned.
• Assists with inventory of equipment as requested.
• Attends training programs when scheduled.
• Performs related duties as required.

KNOWLEDGE, ABILITIES AND SKILLS
• Excellent customer service and problem-solving skills, the ability to work both independently and as part of a team, time-management and organizational skills; exceptional verbal and written communication, interpersonal, and active-listening skills; phone handling skills, as well as the ability to prioritize issues and respond accordingly.
• Ability to calm irate, anxious, or grieving members of the public.
• Capacity to navigate stressful situations with ease.
• Ability to establish effective working relationships with management, county employees, and the public representing diverse cultures and backgrounds.
• Knowledge and ability to use a personal computer, technical computer and various software and database information knowledge learned from manuals and on the job training.
• Ability to learn the use of the equipment and terminology used within work units.
• Ability to learn assigned clerical task of office assigned and adhere to prescribed routines.
• Ability to learn filing system.
• Ability to maintain confidentiality.
• Ability to answer multi-line telephone.
• Proficiency in written and spoken English, spelling and arithmetic.
• Ability to learn and remain up to date with program benefits.
• Maintains a positive and constructive attitude.
• Must have the ability to see, write, and handle repetitious use of hands to operate computer and printer/copier.
• Occasional standing, bending, walking, squatting and twisting of neck.
• Reaching, lifting and carrying files weighing up to 25 pounds.
• Ability to drive to various locations t