Job Description: Call Center Customer Service Representative - Bilingual (English/polish)
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CALL CENTER CUSTOMER SERVICE REPRESENTATIVE – BILINGUAL ENGLISH/POLISH -
FINANCE REVENUE CYCLE – OAK FOREST HEALTH CENTER - SHIFT: FLEXIBLE/ROTATING
& ROTATING SATURDAYS
Job Number:
00117803
Job Posting
Collective Bargaining Unit: AFSCME 1178 Health and Hospital Systems
Posting Salary: $18.149 - HOURLY
Organization
: Health and Hospital Systems
JOB SUMMARY
The Call Center Customer Service Representative (CSR) is responsible for call center-based
education, proactive outreach, and assisting Non-Medicaid individuals with application screening
questions and details on how to apply for Medicaid or financial assistance programs. Ensures that
enrollees understand the financial assistance programs available i.e., charity care, Medicaid, and
health insurance available through the Affordable Care Act (ACA). Utilizes knowledge of the
Finance Revenue Cycle Department’s policies, procedures and guidelines as well as
Medicaid/Redetermination Process, and Managed Care to handle patient complaints and propose
suitable solutions. Utilizes best practices and performs all duties in accordance with Cook County
Health and Hospitals (CCHHS) and departmental standards, policies and procedures. This
position is exempt from Career Service under the CCHHS Personnel Rules. MULTIPLE
VACANCIES
Typical Duties
Educates Medicaid enrollees of plan options including information on the mandatory
managed care choice process
Answers questions from patients, providers and the general public seeking information and
assistance with redetermination process and form completion; creates a three-way call with
Illinois Medicaid Redetermination Project staff to support the callers inquiry
Provides information and assistance for re-instating or re-applying for coverage to those
who have recently lost Medicaid or cash assistance coverage due to failure to complete in a
timely manner the redetermination process
Offers information on other resources or coverage for those who are not eligible for
Medicaid or financial assistance programs
Verifies demographic information of applicants and members for inbound calls for the
purpose of updating with the State of Illinois Department of Health Services, Third Party
Administrators and other payors as necessary
Communicates with quality assurance, patient relations and patient advocates to support the
commitment to quality customer service
Escalates complex customer inquiries or complaints to the supervisor or manager
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Parent category: Business