This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4170956
SCOPE OF POSITION:
Responsible for assisting participants and employees enrolled in the
Independent Choices - Self Directed Care Program through Public
Partnerships (PPL). Support the organizations mission, vision, and
values by exhibiting the following behaviors: Honesty, Excellence
Accountability, Respect and Teamwork.
ESSENTIAL JOB FUNCTIONS:
- Respond to Inbound/Outbound call inquiries.
- Initiate outbound calls to respond to inquiries and to follow-up
with previous contacts.
- Respond to all inquiries in a professional, friendly, and timely
manner, public-service oriented and understand the needs and work
effectively with persons with disabilities.
- Perform support ticket transaction resolution tasks and
administrative functions.
- Responsible for creating and maintaining excellent documentation of
all calls, questions, complaints and mailed inquiries.
- Responsible for maintaining adequate records/documentation for audit
and internal control purposes.
- Route mail, email, and other administrative support duties as
assigned.
- Responsible for learning program rules of assigned projects to
ensure ability to respond to Customer Service inquiries.
- Responsible for developing excellent working knowledge of operating
platforms required to fulfill job responsibilities.
- Present information and respond to questions from groups of
managers, clients, customers and the general public.
- Compose reports, business correspondence, and procedure manuals.
- Read, analyze, and interpret general business periodicals,
professional journals, technical procedures, or governmental
regulations.
- Ensure AFMC, state and federal protocols regarding data
confidentiality/security and HIPAA compliance.
- Adhere to format, content and style guidelines, giving consideration
to usability and ensuring accuracy, consistency, and quality.
- Follow AFMC, state and federal protocols regarding data
confidentiality/security and HIPAA compliance.
- Additional duties as assigned.
Physical and Sensory Requirements (With or Without the Aid of
Mechanical Devices):
Mobility, reaching, bending, lifting, grasping, ability to read and
write ability to communicate with personnel, ability to remain calm
under stress. Must be capable of performing the essential job functions
of this job, with or without reasonable accommodations.
EDUCATION:
Required: High School Diploma
EXPERIENCE:
Required: One (1) year in the focus area of the position which includes
customer service or call center experience.
INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi-Fi)\
An upload speed of at least 2Mbps is required to support softphone
functionality.
KNOWLEDGE, SKILLS AND ABILITIES:
- Must possess intermediate level computer skills (Excel, Word, Power
Point and Outlook).
- Type 50 wpm.
- Exceptional skills in business English and spelling.
- Ability to maintain confidentiality.
- Excellent oral and written communication skills.
- Customer service.
- Ability to meet deadlines.
- Excellent attention to detail.
- Ability to work collaboratively and independently to achieve stated
goals.
- Ability to relate professionally and positively with staff, business
partners, customers, constituents, members and the public.
- Ability to multitask.
- Ability to prioritize.
- Strong organizational skills.
- Problem solving skills.
- Ability to read, interpret and apply laws, rules and regulations.
- Knowledge of quality improvement processes and techniques.
- Valid drivers license.
- Time management skills.
- Ability to work overtime as needed.
- Ability to work wit persons with disabilities.
Equal Opportunity Employer/Veterans/Disabled EEO IS THE
LAW
AFMC, Inc. is an equal opportunity/affirmative action employer. All
qualified applicants will receive consideration for employment without
regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, or protected veteran status and will not be
discriminated against on the basis of disability or any other status
protected by federal, state and/or local law. AFMC invites any employee
and/or applicant to review the Companys Affirmative Action Plan.This
plan is available for inspection upon request, which may be made in
person or by telephone