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. Bring your clerical and customer service skills to the team that helps the American people obtain affordable health care.

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. Jay Hubert leads this team with over 25 years’ experience in and has been on the project since 2013. The team has been recognized by the client, CMS, and PMO leadership for London, KY.

As a General Clerk II, you will:

• Post information to agency records and modify forms or records.
• 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.
• Additional duties as assigned.
• Demonstrate flexibility and ability to adapt to change.

Qualifications

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.
• Must have internet and the ability to plug in a network cable to the router/modem
• This position is contingent upon your ability to pass a background check and drug screen

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!

TO APPLY:

https://careers-sercona.icims.com/jobs/54015/general-clerk-ii—seasonal-remote—%2417.35-hr/login