Medicaid Customer Service Representative - Call Center - Fortuna BMC

We are seeking an empathetic and detail-oriented Medicaid Customer Service Representative to join our call center team. You will use a technology platform to respond to customer inquiries, address caller concerns, educate clients on managed care benefits, and guide them on their rights and access to services. This position is ideal for someone who is passionate about helping others, can think quickly on their feet, and has the dedication to advocate for Medicaid clients.

WORK SCHEDULE: Monday - Friday, 8:00 AM to 5:00 PM (Limited over time may be required to meet contractual obligations)

WORK LOCATION: 754 River Rock, Helena, MT 59602

WHAT YOU'LL DO:

• Answer and respond to customer inquiries and complaints via phone, using standardized scripts and procedures to ensure consistent, accurate service.
• Gather information from clients, assess their needs, research issues, and provide resolutions or resources, logging details of each call for record-keeping.
• Act as a client advocate by educating clients on Medicaid managed care access, rights, and benefits, using specific outreach scripts to ensure clarity.
• Maintain accurate records of daily tasks for quality assurance and review, ensuring all customer interactions meet quality standards.
• Monitor voicemail and fax systems to ensure timely response to customer needs and maintain effective communication channels.
• Complete all required training to stay updated on Medicaid services, company protocols, and industry standards.

WHAT YOU'LL BRING:

• Outgoing, and confident communicator with the ability to relate to clients and control conversations effectively.
• Skilled in managing multiple tasks and time efficiently, ensuring prompt service and quality standards.
• Ability to assess new situations, apply problem-solving techniques, and adapt to evolving customer needs and technologies.
• Calm, patient, and composed in high-pressure situations to provide consistent, empathetic support.
• High standard of detail orientation, ensuring accurate spelling, grammar, and data entry in customer records.
• Preferred: One year of experience in a medical insurance or medical office setting

Fortuna operates as a staffing agency engaged in sourcing, screening, and presenting potential candidates for employment opportunities on behalf of our clients.

Fortuna was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including the CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools

Career Site: www.gofortuna.com.