Customer Care Coach

Job Description :

As part of the KanCare Clearinghouse Program, the Call Center Coach will support supervisory staff, serve as an escalation point for Call Center team members inquiries and aides in the resolution of complex cases, which may include speaking with customers to resolve their concerns when Call Center team members are not able to do so.

This position will perform a variety of duties. The position is responsible for gathering thorough documentation and entering information into various systems.

Serves as a program / process expert in Medicaid programs or special processing.

Essential duties may include, but are not limited to :

• Functions as a subject matter expert for designated departmental functions
• 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 Call Center Representatives
• Demonstrates a high quality customer service and focuses on the accuracy of information provided
• Provide mentoring / training through job shadowing and assistance for Trainee and Call Center team members
• Call Center Coaches are expected to use knowledge 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
• Coordinates with Conduent and KDHE leadership on complex cases, as needed
• Assists with special projects and other departmental needs, as requested
• Maintain up-to-date knowledge of regulations, policies, and guidelines

Minimum Qualifications / Experience

• High School diploma or GED equivalent; post-secondary education preferred
• At least 6 months experience answering calls, compiling information, documenting decisions, interpreting guidelines and / or providing technical assistance relevant to the agency’s programs.

Preferred Skills or Knowledge :

Post-secondary education in Business administration, Public Administration, Sociology, Psychology, Social Work or a related field may be substituted for the additional year of required experience.

For the substitution, one year of education equals two years of experience.

• Knowledge of Medicaid and managed care programs
• Strong computer skills with the ability to maneuver in complex software systems
• Intermediate level of skill with MS Office, Outlook, and Internet usage
• 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 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

Pay Transparency Laws in some locations require disclosure of compensation and / or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and / or sick time.

The estimated pay for this role is $19.00 per hour.