Bilingual Tech Support Agent – PEAK Call Center

State of Colorado; Denver (CO); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

PERA retirement benefits

Medical, Dental, and Vision insurance

Disability coverage

Flexible spending accounts

Paid holidays

Hybrid work arrangements

Free RTD EcoPass

Job summary

The State of Colorado's Department of Health Care Policy & Financing is seeking a PEAK Technical Call Center Agent (Bilingual) to support the PEAK self-service portal and eligibility assistance for Health First Colorado and related programs. The role offers hybrid work arrangements in downtown Denver and a competitive benefits package.

Responsibilities include guiding users through PEAK/PEAKPro, resolving complex inquiries, documenting interactions, and advising on health care options for the

Qualifications

• Two ways to qualify: Four (4) years of call center and/or customer service experience.
• Bachelor's degree from an accredited institution in Health & Human Services, Health Policy and Administration, Business Administration, Communications, Humanities, Social Work or a related field; or a combination of related education and relevant experience equal to four (4) years.

Responsibilities

• Interpret and apply PEAK and PEAKPro flow, policies, procedures and guidelines to help members use the self-service portal.
• Understand basic eligibility requirements for Colorado Benefits Management System programs.
• Direct members in how to apply for and maintain Colorado Benefits Management System programs.
• Professionally and succinctly handle complex callers and resolve customer complaints.
• Accurately identify, research and provide solutions to complex problems and escalate systemic issues when needed.

Skills

Bilingual requirement

Call center experience

Customer service skills

Education

Bachelor's degree or equivalent

Job description

The State of Colorado's Department of Health Care Policy & Financing is seeking a PEAK Technical Call Center Agent (Bilingual) to support the PEAK self-service portal and eligibility assistance for Health First Colorado and related programs. The role offers hybrid work arrangements in downtown Denver and a competitive benefits package.

Responsibilities include guiding users through PEAK/PEAKPro, resolving complex inquiries, documenting interactions, and advising on health care options for the