PEAK Technical Call Center Agent; Bilingual

STATE OF COLORADO RESIDENCY REQUIRED AT TIME OF APPLICATION

NOTE:
This announcement may be used to fill multiple openings.

Envision yourself working at HCPF

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

The Department of Health Care Policy & Financing (HCPF) oversees and operates Health First Colorado (Colorado's Medicaid Program), Child Health Plan Plus (CHP+), and other state public health programs for qualified Coloradans. Our mission is to improve health care equity, access and outcomes for the people we serve while saving Coloradans money on health care and driving value for Colorado.

We are looking for a PEAK Technical Call Center Agent (Bilingual) to join our PEAK Technical Call Center team!

The PEAK Technical Call Center is the main centralized client/member contact and assistance center for PEAK technical calls from the public using PEAK. The PEAK Technical Call Center delivers direct services to the 1.7 million members enrolled in Colorado Benefits Management System programs including Health First Colorado, SNAP, TANF, CHP+, and Adult Financial benefit plans. The PEAK Technical Call Center significantly affects the PEAK self-service portal experience.

The PEAK Technical Call Center directly assists customers in navigating questions on PEAK experiences and technical issues.

We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.

As part of the State of Colorado, HCPF offers a competitive benefits package:

• PERA retirement benefits including PERA Defined Benefit Plan, PERA Defined Contribution Plan, plus 401K and 457 plans
• Medical, Dental, and Vision insurance coverage
• Automatic Short-Term and Optional Long-Term Disability Coverage
• Life and AD&D Insurance
• Flexible Spending Accounts (FSAs)
• Family Medical Leave Act (FMLA) job protection and State of Colorado Paid Family Medical Leave (PFML)
• 11 Paid Holidays Annually and Accrued Annual and Sick Leave
• Accrued Sick Leave for State of Colorado Temporary Employees
• Flexplace and Flextime work arrangements
• Variety of discounts on services and products available through the State of Colorado's Work-Life Employment Discount Program
• Free RTD Eco Pass to all eligible State Employees
• Credit Union of Colorado Membership Eligibility
• Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to https://(Use the "Apply for this Job" box below). -programs

We are onboarding new employees using a hybrid approach. The Department supports flexible work arrangements. Depending on the business need and description of the position, we have options that range from hybrid, to full-time in the office. Specific discussions about the schedule will be discussed during the offer stage.

Please note - equipment provisioning and certain onboarding tasks will take place in person, in our downtown Denver office, on the first day of employment.

The Medicaid Operations Offices welcomes your interest in the PEAK Technical Call Center Agent position. Responsibilities in this position include:

• Interpret and apply knowledge of PEAK and PEAKPro flow, policies, procedures and established guidelines to help members use an integrated self-service portal.
• Understand basic eligibility requirements for Colorado Benefits Management System programs.
• Direct members in how to apply for, maintain and Colorado Benefits Management System programs
• Professionally and succinctly handle complex callers
• Manage and resolve customer complaints
• Accurately and succinctly identify, research and provide solutions to complex problems
• Escalate systemic issues for resolution
• Skillfully navigate multiple complex systems, policies, procedures, practices and methods in order to resolve customer inquiries
• Appropriately document all call information based on procedures
• Manage both call and chat inquiries
• Advise, counsel, and direct consumers towards community resources and health care options for the uninsured.
• Provide information to the general public about departmental programs, benefits, rules and…