REMOTE Level of Care Call Center Coordinator
About the program The program is a statewide initiative focused on evaluating and determining the appropriate level of care for individuals seeking long-term services and support. The program ensures that individuals receive assessments tailored to their needs, facilitates connections to the appropriate resources, and supports efficient transitions between care settings. As part of a collaborative team, professionals in this program play a critical role in improving access to services and promoting quality outcomes for the people of Indiana. CSR 1 - Call Center - Essential Duties and Responsibilities:
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
- Track and document all inquiries using the applicable systems.
- Complete associated tasks according to the established guidelines.
- Meet Quality Assurance (QA) and other key performance metrics.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
Minimum Requirements:
- High school diploma or GED required, and 6 months of relevant professional experience required, or equivalent combination of education and experience.
- Prior work experience in customer service and data entry
- Computer literacy with proficiency in Microsoft Office (Excel, PowerPoint, Word)
Requested Knowledge Base and Skills:
- Knowledge of assisted living facilities, nursing facilities, and long-term care settings preferred.
- Familiarity with assessments and Levels of Care for individuals seeking long-term services and supports.
- Experience working in a fast-paced, high-volume call center environment with the ability to manage multiple priorities, meet deadlines, and perform effectively under pressure.
- Passionate about providing superior customer service, while being able to handle client questions in a quick and professional manner with one call resolution
- Possess excellent listening, verbal communication skills, and demonstrate a sincere approach to helping others
- Comfortable working independently and within a team environment. You can multitask and be agile as needed
- Proven ability to multitask and exhibit excellent attention to detail while consistently following established procedures and processing transactions
Home Office Requirements:
- Client provides company-issued computer equipment
- Reliable high-speed internet service
- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
- Minimum 5 Mpbs upload speedsrivate and secure workspace
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