Job Description:

OVERVIEW OF ATHENA:

ATHENA Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better! We make our Clients’ Lives Easier by engaging and supporting our clients and partnering with them to be the most knowledgeable staffing partners. We make our Employees’ Lives Better by identifying and cultivating their talents and matching these talents with our customers’ needs. ATHENA places a high value on customer service, accountability, and getting the job done.

POSITION SUMMARY:

We are currently recruiting a Tier 1 Customer Service Representative - Maryland Residents Only (Call Center). This full-time temporary position pays $16.13 per hour and is 100% REMOTE.  Successful candidates will have the opportunity for a long-term placement. This is a fast-paced, HIGH VOLUME call center position working with Medicaid recipients to assist them in enrolling in health insurance benefits (Affordable Health Care Act/Obama Care) and answering questions about their benefits. Candidates must be organized, experienced, and reliable.

What's in it for me?

-       Regularly scheduled hours.

-       Internal promotion opportunities.

-       Retention Bonus Program: total potential $600 after 180 days.

-       Drawing for a $100 dollar Amazon gift card after successfully completing two weeks of training.

-       Medical, dental, and vision insurance.

MANDATORY SECONDARY GROUP INTERVIEW:

 May 10, 2024 (90 minutes)

100% REMOTE. The next training class begins on May 15, 2024.

TRAINING: May 15, 2024

8:30am-5:00pm EST, M-F (Day 1-7)

8:30am-5:00pm EST M-F (Day 8-15)

Nesting is 4 weeks (maintain training hours 8:30 am-5:00 pm EST)

*Training is the first three (3) weeks and agents will transition into nesting for the following four (4) weeks. There is a ZERO tolerance policy for absences and tardiness for your first 8 weeks of training.

Standard Operating Hours:

8:00 am – 6:00 pm M-F EST

*FIXED SCHEDULE of 8:30 a.m.-5:00 p.m. No schedule change or request for change of schedule will be approved. Schedules are eight (8) hours in length with two (2) 15-minute breaks and a 30-minute lunch break.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Tier I Customer Service Representatives shall provide assistance with general questions, status checks, password resets, and other shorter handle time inquiries that include but are not limited to the following:

-       Willingness to work with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner.

-       Documenting all consumer interactions and work processes in State-provided Customer Relationship Management (CRM) solution and the MHC worker portal

-       Providing general information about QHP, SADP, and Medicaid/MCHP Managed Care Organizations (MCOs) offerings

-       Informing consumers how to make premium payments to carriers.

-       Responding to inquiries related to eligibility status, enrollment status, and coverage dates. Any items requiring changes to these topics must be transferred to Tier 2, as Tier 1 agents can only provide statuses and updates.

-       Assisting and educating consumers on appeal and complaint processes

-       Answering questions and assisting with problems related to 1095A and 1095B forms.

-       Providing assistance with password resets (tech support)

-       Provide referrals to appropriate agencies including the Attorney General’s Health Education and Advocacy Unit, the MIA, and local departments of social services for applicants and enrollees with grievances, complaints, questions, or the need for other social services.

-Providing consumers assistance in navigating the web portal, assisting with enrollment and financial assistance eligibility, and comparing health and dental plans

-       Providing information about QHP, SADP, and Medicaid/MCHP Managed Care Organizations (MCOs) offerings

-       Informing consumers how to make premium payments to carriers.

-       Answering questions and assisting with problems related to 1095A and 1095B forms.

-       Perform other related duties as assigned.

Required Qualifications:

Required Skills/Abilities:

-       At least three (3) years of relevant experience.

-       Proficiency in Microsoft Word

-       effective communication skills and ability to perform comfortably in a fast-paced environment. 

-       Excellent verbal, written, and listening communication skills within the English language.

-       Excellent organizational skills and attention to detail.; read from a script clearly and timely.

-       Proven, high-quality customer service (internal and external customers).

-       Ability to work collaboratively.

-       Ability to learn and learn information quickly.

-       Solid ability to analyze situations carefully and adopt appropriate courses of action.

-       Ability to understand and adhere to the duties, methods, and procedures required by the position.

-       Ability to prioritize tasks.

-       Ability to effectively communicate to large and small group audiences.

-       Proficient with Microsoft Office Suite or related software.

Education and Experience:

-       High school diploma or GED required; Associate degree or higher from an accredited college or university preferred.

Technical Requirements:

-       Bring Your Own Device (BYOD)

-       No smartphones and low-performing computer platforms (such as Chromebook) from accessing Amazon WorkSpaces (AWS).

-       Computer Operating System: Windows 10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5), or newer required.

-       16 GB of available RAM.

-       256 GB of available Storage.

-       For HP Users, the removal of SMode Headsets is required.

-       A USB plug-and-play wired headset with a microphone and noise suppression is required.

-       Bluetooth headsets are allowed if wired is not available.

Internet Requirements

-       Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintaining a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, a download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.

-       Mobile hotspots must not be the primary source of internet connection for remote workers.

·       Connectivity from the PC to the Internet router via a Category 5 or 6 ethernet patch cable is required to ensure optimal call quality and customer experience.

-       Proof of an internet speed test must be provided upon request.

Physical Requirements: 

-       Prolonged periods of sitting at a desk and working on a computer.

-       Standard hours of work are Monday through Friday, 9:30 am – 6:00 pm, however, evening and weekend hours may be required. 

-       Travel may be required up to 10% of the time. 

Successful ATHENA employees will display the following characteristics:

• You strive to be the best in your field currently and in the future.


• You like to make your employer look good.


• You find solutions, where others only see problems.


• You are proactive, you make and meet commitments, and you perform your duties exceedingly well.


• You are aware of the employer’s needs at all times and are well-versed in what you personally and ATHENA can offer them as a whole.


• You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.

The benefits of working for ATHENA include:

-       Support from a team of professionals committed to making your life better.

-       Medical, dental and vision insurance.

-       Medical and dependent flexible spending account.

-       Pet insurance.

-       401k with a generous employer match.

-       Easy to use employee self-serve HR portal.

-       Paid time off.

-       Holiday pay.

The statements in this Job Posting are intended to describe the general nature and minimum level of work required.  The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position.  Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Application for employment is not intended to and does not create a contract or offer of employment and if hired, employment with the company is on an at-will basis and could be terminated at the will of either party.

ATHENA Consulting LLC does not discriminate in hiring based on federally protected classifications including but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law.  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.