PEAK Technical Call Center Agent (Bilingual)

State of Colorado; Denver (CO); Hybrid; USD 42,000 - 55,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance

Dental insurance

Vision insurance

Paid time off

Job summary

State of Colorado is seeking a PEAK Technical Call Center Agent (Bilingual) to support Health First Colorado, CHP+, SNAP, TANF and related programs. The role focuses on guiding members through PEAK self-service, handling calls and chats, and resolving inquiries with sensitivity to diverse populations.

Applicants must be bilingual in at least one specified language and meet residency requirements. The position offers a hybrid in-office/remote schedule with benefits.

Qualifications

• Must be bilingual in Spanish, Russian, Cantonese, Hmong, Farsi or Vietnamese; other languages considered.
• Two ways to qualify: four years of call center/customer service experience or a bachelor’s degree with related experience.
• Healthcare knowledge or Health First Colorado experience preferred.

Responsibilities

• Interpret and apply PEAK PEAKPro flow, policies and procedures to assist members.
• Guide members on applying for and maintaining Colorado Benefits Management System programs.
• Handle calls and chats; document interactions according to procedures.
• Escalate systemic issues and provide solutions to complex inquiries.
• Advise consumers about community resources and available health care options.

Skills

Bilingual Spanish

Call center experience

Customer service

Education

Bachelor's degree or equivalent in Health & Human Services/Business/Communications

Four years of related experience substituteable for education

Job description

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 EcoPass 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://www.colorado.gov/pacific/dhr/student-loan-forgiveness-programs. https://dhr.colorado.gov/dhr-resources/student-loan-forgiveness-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 policies.


• Refer customers to the appropriate party for resolution when appropriate.


• Identify possible policy changes and make suggestions to management.

Must be bilingual in Spanish, Russian, Cantonese, Hmong, Farsi or Vietnamese – other languages will be considered.

Residency Requirement

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description

H1B1XX ADMINISTRATOR I

Minimum Qualifications

There are two ways to qualify for this position:

Option 1: Experience Only

Four (4) years of call center and/or customer service experience.

Option 2: Education and Experience

Bachelor's degree from an accredited institution in Health & Human Services, Health Policy and Administration, Business Administration, Communications, Humanities, Social Work or a field of study related to the work assignment; or a combination of related education and relevant experience equal to four (4) years.

Appropriate education will substitute for the required experience on a year-for-year basis. Relevant education will be calculated as the following:

• An associates will count as two years of experience


• A bachelors will count as four years of experience

Note: Per the Job Application Fairness Act, you may redact information that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution on your transcripts.

Preferred Qualifications

• Experience in the healthcare industry


• Health First Colorado or County Human Services eligibility experience


• Prior State of Colorado experience related to the duties of this position

Definition of Professional Experience

Work that involves exercising discretion, analytical skill, judgment, personal accountability, and responsibility for creating, developing, integrating, applying and sharing an organized body of knowledge that characteristically is uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend and use additional discoveries, interpretations and applications and to improve data, materials, equipment, applications and methods.

Conditions of Employment

• All positions at HCPF are security sensitive positions and require that the individuals undergo a criminal record background check as a condition of employment.


• Employees who have been disciplinary terminated, resigned in lieu of disciplinary termination, or negotiated their termination from the State of Colorado must disclose this information on the application.


• Position requires proficiency in speaking and/or writing a language in addition to English. Satisfactory completion of a language proficiency test is required to receive any bilingual pay differential.

Appeal Rights

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email ([e-mail]), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

ADAAA Accommodations

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Department of Health Care Policy & Financing is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre‑employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Anupreet Kaur, at [e-mail].

The Department of Health Care Policy & Financing does not offer sponsored visas for employment purposes.