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Peckham is a nonprofit vocational rehabilitation organization. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs.

If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.

Peckham Inc. - CMS Customer Service Representative
 

SUMMARY

Under close supervision, as a Peckham, Inc. Team Member, the Tier 1 Customer Service Representative accepts and responds to phone inquiries from Medicare and Medicaid beneficiaries and their family members or caretakers.

DUTIES AND RESPONSIBILITIES

• Provide knowledgeable responses to telephone inquiries in a courteous and professional manner utilizing pre-scripted responses that must be read verbatim to provide basic general and claim specific information.
• Maintain an understanding of the processing procedures to respond to numerous phone inquiries. 
• Gather information to determine customers’ needs and apply problem solving skills to resolve the inquiry/request effectively.
• Respond to telephone inquiries within the set departmental staffing and time parameters by controlling the pace and flow of the inquiry/request and managing call time effectively.
• Adhere to the Privacy Act as it relates to the confidentiality of information released.
• Continually look for and suggest process improvements which will benefit Peckham and our customers (internal and external).
• Maintain up-to-date knowledge of CMS regulations and policies as they apply.
• Report problems that occur and assist with the resolution.
• Utilize databases and written materials to look up and provide information to telephone inquiries.
• Maintain appropriate documentation of phone inquiries.
• Provide information on general Medicare eligibility and program requirements (e.g., General Enrollment Period and the Special Enrollment Period). 
• Provide information on general topics on Medicare Plus Choice and Medigap questions.
• Follow up on the Medicare Plus Choice disenrollment status questions.
• Follow protocol and apply sensitivity and discretion in handling confidential information. 
• Assist with the delivery of internal employee training for new and temporary employees as requested.
• Must be sensitive to cultural diversity and able to work with people from various backgrounds.
• May be required to work Peckham scheduled holidays.  Overtime may be required.
• Accept other jobs/duties as assigned.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent 
• At least 18 years of age 
• U.S. Citizen   
• Proficient in the English language (written and verbal).
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.   
• Ability to take direction within a team setting and complete team related work promptly.  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the individual will be required to multitask. The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift. Individuals will be required to be mobile throughout the building. 

WORK ENVIRONMENT

Individuals will be required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere.  The tasks of the call center are repetitive in nature.  The noise level is generally moderate.  The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disa