RTR HR and Staffing Services, LLC

Call Center Representative

• Answer incoming calls from customers, general public, and providers
• Complete and/or process new applications for health care coverage via the telephone and interpret eligibility determinations made by the Marketplace, and enrollment into health plans.
• Facilitate translation services for non-English speaking callers according to procedures
• Facilitate the fulfillment of caller requests for materials via mail, email, or download
• Track and document all inquiries using the applicable systems
• Transfer/refer consumers to appropriate entities according to the established guidelines
• Escalate calls or issues to the appropriate designated staff for resolution as needed
• Complete associated tasks according to the established guidelines
• Meet Quality Assurance (QA) and other key performance metrics
• Follow all policies, procedures, and protocol when engaging with caller
• Attend meetings and training as requested and maintain up-to-date knowledge of all programs and systems.