Customer Service Center Team Coach

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Hourly rate $17.00 Conduent offers a robust benefits package i.e., paid vacation, medical, dental, vision, life insurance and 401K ***The position is in Topeka, KS, however, the work may be performed from home at times considering the economic and office impact of Covid-19** Job Description: As part of the KanCare Clearinghouse Program, the Customer Service Center Team Coach will support supervisory staff, serves as an escalation point for Customer Service Representatives’ inquiries and aides in the resolution of complex inquiries. This position will perform a variety of duties. The position is responsible for entering information into various systems. Essential duties may include, but are not limited to: Functions as a subject matter expert to Customer Service Representatives Responsible for subject area information and guidance that could include training, fact sheets, or other tools Assists in the development and improvement of new and existing Customer Service Representatives Demonstrates a high quality customer service and focuses on the accuracy of information provided Provide mentoring/training through job shadowing and assistance for Trainees and Customer Service Representatives. Customer Service Representatives are expected to be knowledgeable of State eligibility processes, policies, and procedures governing managed care enrollment to communicate with consumers regarding a variety of issues. Attend training as assigned to develop and enhance current understanding of Kansas Medicaid eligibility programs Assists with special projects and other departmental needs, as requested Maintain with up-to-date knowledge of regulations, policies, and guidelines Qualifications/Experience High School diploma or GED equivalent; post-secondary education preferred and may substitute for an additional year of required experience Knowledge of Medicaid and managed care programs Experience using MS Office, Outlook, and Internet usage Preferred Skills or Knowledge: Minimum of two (2) years’ experience in Customer Service Minimum of one (1) years’ experience in Medicaid programs for KanCare Strong computer skills with the ability to maneuver in complex software systems Ability to communicate at multiple levels Ability to manage competing priorities Demonstrated ability to perform complicated, unrelated tasks efficiently and accurately in a fast-paced environment Demonstrated critical thinking skills Must possess good interpersonal and communication skills both verbally and in writing including knowledge of basic grammar, spelling & punctuation Willingness to work as part of a team Independently performs specialized and/or complex work assignments Maintain the integrity and confidentiality of all records and communications All other duties as assigned Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the