Customer Experience Associate I

Jobtailor; Des Moines (IA); On-site; USD 32,000 - 42,000; Full time

Job summary

Jobtailor is seeking a dedicated customer service representative in Des Moines to support Iowa Medicaid Program recipients and affiliates by handling inquiries, enrollment support, and documentation. The role requires strong communication, empathy, and accuracy in data entry using a web-based system, with a background in call center environments and knowledge of Iowa Family Care policies.

Residence within 1 hour of Des Moines and a High School diploma or GED are required, with a commitment to

Qualifications

• High School Diploma or GED required.
• Experience in a call center environment helpful.
• Excellent communication and empathy in customer interactions.
• Must reside within 1 hour driving distance from Des Moines, IA.

Responsibilities

• Act as initial point of contact for inquiries from 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 enrollment information into a web-based system for telephone applications.
• Maintain knowledge of Iowa Family Care policies and related program guidelines.
• Provide clear, accurate information based on program requirements.

Skills

Customer Service Experience

Call Center Knowledge

Enrollment Documentation

Problem Solving

Iowa Family Care Policy

Education

High School Diploma or GED

Tools

Web-Based System Entry

Job description

• 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.

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

Core Competencies

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.

Highest-signal resume keywords

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

ATS Optimization Keywords

Hard Skills

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

Soft Skills

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

Certifications & Qualifications

• High School Diploma
• GED

Industry Keywords

• Iowa Medicaid Program
• Customer Service
• Quality Monitoring Processes