Job Description

JOB DESCRIPTION:PECKHAM INC. - CUSTOMER Service REPRESENTATIVE, LONDON KENTUCKY

*THESE JOBS ARE PART OF PECKHAM'S VOCATIONAL REHABILITATION EFFORTS. APPLICANTS ARE ELIGIBLE TO APPLY FOR THESE POSITIONS IF THEY HAVE A DISABILITY THAT HAS CREATED A BARRIER TO EMPLOYMENT.

IMPORTANT INFORMATION ABOUT THIS POSITION:

• DEPARTMENT: Business Services
• POSITION TITLE: Tier 1 Customer Service Representative
• POSITION LOCATION: London. Kentucky
• HOURS OF OPERATION: 8:00 a.m. - 8:00 p.m. Monday - Friday
• WAGE: $10.80 per hour plus $4.22 per hour health and welfare benefit
• POSITIONS AVAILABLE: Full and Part time positions are available. Preference in the hiring process will be given to persons with disabilities that have created a barrier to employment.

POSITION 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.

MINIMUM HIRING REQUIREMENTS:

• High School Diploma or equivalent
• Have a qualifying disability
• English language proficiency; both written and verbal
• U.S. Citizen
• No criminal misdemeanor or felony record

ESSENTIAL 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.
• Respond to telephone inquiries within the set departmental staffing and time parameters.
• 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.
• 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.
• Other duties as assigned.

MINIMUM REQUISITE SKILLS AND KNOWLEDGE:

• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• Ability to control the pace and flow of the inquiry/request and manage call time effectively
• Ability to follow protocol and apply sensitivity and discretion in handling confidential information
• Ability to gather information to determine customers needs; apply problem solving skills and resolve the inquiry/request effectively
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
• Ability to respond to inquiries in English; both written and verbal
• Ability to take direction within a team setting and complete team related work promptly

KEY COMPETENCIES:

• Fluent in English
• Customer service orientation
• Problem analysis and problem-solving
• Ability to work independently and as part of a team
• Adaptability
• Planning and organization
• Attention to detail
• Stress tolerance

TRAINING AND CONTINUOUS EDUCATION: This position may require initial training, on the job training, subsequent training and continuing education, all of which will be outlined and facilitated by the training department or some other approved means.

SECURITY: Many of the positions through the Business Services Division require a security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.

To determine if you are a potential candidate for this position, we will review the following:

• Criminal history
• Employment history

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty to a satisfactory level. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must also have access to reliable transportation to and from work.

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 work individually, and therefore are required to work well independently; however, they will also be a member of a team and therefore must be able to work in a team atmosphere. Individuals will work in a cubicle for the majority of their scheduled shift. 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 disabilities to perform the essential functions.

OTHER INFORMATION:

The above job description describes the general nature and level of work to be performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Peckham, Inc. is an equal opportunity/affirmative action employer and is operated in accordance with a policy which does not permit discrimination because of race, color, sex, age, handicap, national origin, or any other artificial characteristic.

WORKER SUB-TYPE:

Team Member LOCATION:

London, KY BUSINESS LINE:

Business Services TIME TYPE:

SCHEDULED WEEKLY HOURS:

0

Company Description

Peckham, Inc., a nonprofit vocational rehabilitation organization, provides job training opportunities for persons with significant disabilities and other barriers to employment. Peckham provides people with physical, cognitive, behavioral and socio-economic challenges, a platform to demonstrate their ability, learn new skills, participate in work and enjoy the rewards of their success. Peckham provides opportunities so clients can experience meaningful employment growth.