General Clerk II - Seasonal Remote - $17.67/hr - Serco North America

If you love assisting people, making outbound phone calls with the use of a call script, and detailed record keeping, - Serco has a great opportunity for you!  As a General Clerk II Seasonal, you will select appropriate methods from a wide variety of procedures and make simple adaptations and interpretations from a limited number of substantive guides, manuals and procedures at our location.  Bring your clerical and customer service skills to the team that helps the American people obtain affordable health care.

This position is contingent upon your ability to background check and drug screen

Serco supports the Centers of Medicare & Medicaid Services as a prime for their Department of Health and Human Service contract which supports the Affordable Care Act.  The CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public.  The unit delivers document processing, inbound and outbound call center support, business process design and software, application verification, and benefits determination and processing.  The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.

As a part of this 250+ member team, you will place outbound calls to consumers across the country and provide them support they need to resolve their verifications issues within the Health Insurance Marketplace.  You will work closely with your supervisor and peers to deliver exceptional customer service. 

In this role, you will:

• Post information to agency records and modify forms or records.
• Will communicate with consumers using your English and Spanish speaking skills.
• Provide telephone support.
• Record and input information to internal database records.
• Conduct outbound telephone calls.
• Receive inbound telephone calls.
• Perform data entry and retrieval and perform arithmetical computations.
• Receive coaching/feedback and implement/take action to make changes as appropriate.
• Participate in internal training through company Learning Management System and passing certification tests.
• Adhere to service compliance requirements by completing training modules and passing annual re-certifications.
• Maintain required production and quality standards as outlined by contract.
• Recognize & assess issues associated to the task following work instructions as outlined by the line of business and escalates when necessary.
• Effectively work in a team environment.
• Demonstrate flexibility and ability to adapt to change.
• Additional duties as assigned.

Available schedules:

• Monday - Friday - 7:45 AM-4:15 PM 
• Monday – Friday 1:45 PM – 10:15 PM

This is a temporary telecommuting position but may be required to work onsite depending on business need. However, you will need to be available to return to onsite performance of duties as directed.  These procedures are required of all Serco employees.

To qualify for this position as a temporary telecommuting employee you must meet the following requirements:

• You must live within the following wage determination counties: Washington, Madison, and Benton
• You have a defined work area in your home that is safe, reasonably quiet, free from high traffic and the location of your computer screens are secure and free from potential prying.
• You have a private location in your home to conduct confidential phone conversations.
• Your home workstation preferably connected through the CMS-provided hard wired ethernet cable. You may connect using built in Wi-Fi capability. 
• You must maintain internet connectivity consistently throughout the workday and immediately report lost connectivity.

Military Veterans and spouses are encouraged to apply.

Depending on hire date, seasonal employment typically ranges from three to six months in duration.

Seasonal employees may be offered the opportunity to become full-time employees subject to performance and position availability.

To be successful in this roll, you will have:    

• High school diploma or equivalent, plus 6 months of experience in a similar job. Education beyond high school completion may be a substitute for experience.
• Internet connectivity
• This position is contingent upon your ability to pass a background check and drug screen

This position pays $17.67/Hour plus $4.93/Hour H&W.

This position is on a Federal U.S. Government contract which will require candidates to pass a background investigation and drug screen.  Medical marijuana cards are not acceptable.

Additional desired experience and skills:

• Have clerical skills including data entry, typing and outbound telephone calls.
• Provide telephone support utilizing clear and effective communication skills. Prior telephone experience is desired.
• Be able to use a computer including Microsoft Office Suite (Excel, Word, PowerPoint and Outlook).
• Be able to multitask using two computer screens and navigating between multiple software programs.
• Be able to work independently, perform as a self-started, and meet critical deadlines.
• Be able to communicate effectively.
• Be able to maintain confidential and sensitive information by following PII (Personal Identifiable Information) standards

If you are a detail-oriented person who is interested in problem solving and assisting others and are looking to join a passionate Serco team- then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.