Customer Experience Associate

• Act as initial point of contact for inquiries from potential and existing Iowa Medicaid Program recipients and affiliates.
• Provide one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles.
• Accurately document enrollment requests and status changes
• Enter application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone.
• Maintain technical and program policy proficiency in the Iowa Family Care rules/guidelines and other related program policies.
• Provide clear, complete, accurate, and objective information based on a full understanding of program requirements.

• Basic understanding of a call center environment in a customer service role and quality monitoring processes.
• Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers.
• Ability to problem solve through analysis and ongoing feedback.
• Achieve results through knowledge, empathy, and commitment.
• Ability to work with people of diverse backgrounds.
• High School diploma or GED
• Background required.
• Must reside within 1 hour driving distance from Des Moines, IA

Demonstrates proficiency in customer service within a call center environment, effectively managing inquiries and providing accurate information regarding Iowa Medicaid Program policies. Capable of maintaining strong relationships with diverse individuals while documenting and processing enrollment requests accurately.

• Customer Service Experience
• Call Center Environment Knowledge
• Enrollment Documentation
• Problem Solving Skills
• Iowa Family Care Policy Proficiency

• Enrollment Documentation
• Web-Based Computer System Entry
• Program Policy Understanding

• Effective Communication
• Empathy
• Relationship Building
• Analytical Problem Solving

• High School Diploma
• GED

• Iowa Medicaid Program
• Customer Service
• Quality Monitoring Processes