All are encouraged to apply! Join Peckham - WORK. GROW. ADVANCE.

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. - CGS Customer Advocate

SUMMARY

Under close supervision, as a Peckham, Inc. Customer Service Advocate, the Tier 1 Customer Service Representative accepts and responds to phone inquiries from Medicare and Medicaid providers.

DUTIES AND RESPONSIBILITIES

• 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.

• Complete Tier I phone calls meeting both CGS and CMS timeliness and quality standards:

  • Professionally answer provider Tier 1 calls while maintaining standard handle times < 433 seconds.

  • Maintain 93% Quality Audit Measure (QAM) on external vendor audits.

  • Maintain 93% quality standard for Privacy, Knowledge, and Customer Skills on in-house audits.

  • Complete callbacks within 10 days

  • Timesheets to be completed daily within CGS’s Deltek timekeeping system.

• 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.

• Assist with the delivery of internal employee training for new and temporary employees as requested.

• Follow protocol and apply sensitivity and discretion in handling confidential information.

• 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.

• Other related duties as assigned.

MINIMUM QUALIFICATIONS

•     At least 18 years old.

•     High School Diploma or equivalent.

•     Proficient in the English language (written and verbal).

•     U.S. Citizen.

•     Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.

•     Successfully pass a 10-panel drug screen with a negative result.

•     Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner.

•     Ability to work independently without direct supervision.

•     Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.

•     A neat/quiet room/home office space designated for remote work that meets requirements.

•     A High-Speed Internet connection that meets minimum technical requirements of Uploads speed 5Mbps and Downloads 10 Mbps. Internet speed test required after interview.

•    High speed internet must be cable or DSL. Candidates will be required to provide internet provider information.

PREFERRED QUALIFICATIONS

•     Minimum of 6 months of Medicare and Medicaid contact center experience.

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 r