Customer Services Representative – two (2) positions (Public Service Representative 3)

Initial Posting Date:

11/26/2024

Application Deadline:

12/08/2024

Agency:

Oregon Health Authority

Salary Range:

$3,218.00 - $4,338.00

Position Type:

Employee

Position Title:

Customer Services Representative – two (2) positions (Public Service Representative 3)

Job Description:

Do you have a desire to help fellow Oregonians resolve concerns for Medicaid and Oregon Health plan? If you have customer service experience that includes explanation of rules, regulations, and policies, we want you to apply for this position!

Click Here to view a Dashboard of all current recruitments for the Behavioral Health Division, Medicaid Division, and the Office of Data Strategy & Operations (which were previously all part of OHA's Health Systems Division). The dashboard identifies the business area (“Section”) and Unit for each position and also provides a link to a position description to offer you greater context for the role. Section 1 of the position description outlines Position Information, including Work Location and Supervisor Name. Section 3 outlines the Description of Duties. In some circumstances, a position summary will be posted; selected candidates will be provided the full position description at time of hire.

This posting will be used to fill two (2) permanent, full-time position. These positions are classified and are represented by a union.   

Work Location: Salem/Marion; hybrid position. 

What you will do!

Customer Service Representative (two positions). These positions sit within the Medicaid Division's, Member Services, Client Enrollment and Client Services Unit which serves as first line ambassadors to Oregon Medicaid and Medicare Members. This team helps Oregon Medicaid and Medicare Members navigate their services and provide solutions and options to any member concern, in order to promote better health, better care and lower costs to the nearly 1.4 million individuals who rely upon the Oregon Health Plan (OHP) / Medicaid for their health care supports and services. 

This position answers phone calls for Medicaid participants, and their representatives, provides guidance on how to access the Oregon Health Plan, and seeks to resolve any questions or concerns. Consistent and reliable attendance is required to meet the expectations of this job, to facilitate call center volume, and to ensure that OHP member calls are responded to timely.  The majority of time is spent answering participant calls and conducting the necessary follow-up research and entering accurate narratives in several databases. Specifically, in this role you will: 

• Provide an explanation of rules, policies, and technical procedures so recipients are able to resolve concerns about their health care, billing issues, and how to work with their Coordinated Care Organization. 

• Respond to correspondence by phone and/or email with participants, advocates, providers, coordinated care plans, outreach facilities, medical professionals, residential facilities, and agency staff. 

• Provide information regarding medical benefits by reviewing systems, assisting participants with general questions and referring callers/case to appropriate resources.  

• Respond in a professional manner to callers who are feeling frustrated, confused, or concerned, or who are seeking support to lodge complaints or report fraud. 

• Verify eligibility/coverage dates, coordinated care and third-party resources. 

OHA values service excellence, leadership, integrity, health equity and partnership and has a strategic goal to end all health inequities by 2030.

The OHA mission is helping people and communities achieve optimum physical, mental, and social well-being through partnership, prevention and access to quality, affordable health care. OHA’s work is organized into three broad goals: Improve the lifelong health of all Oregonians, increase the quality, reliability, and availability of care for all Oregonians and lower or contain the cost of care so it is affordable to everyone.

What's in it for you?
Oregon Health Authority is a team of passionate individuals working to promote health across the lifespan of individuals, families, and communities. We value and support unique perspectives using a trauma-informed approach and aim to reflect these values in our hiring practices, professional development, and workplace.

• We offer exceptional medical, vision and dental benefits packages for you and your qualified family members, with very low monthly out-of-pocket costs. Try this free virtual benefits counselor by clicking here: https://www.oregon.gov/oha/pebb/pages/alex.aspx  
• Paid Leave Days:
  • 11 paid holidays each year
  • 3 additional paid "Personal Business Days" each year
  • 8 hours of paid sick leave accumulated every month
  • Progressive vacation leave accrual with increases every 5 years
• Pension and retirement programs
• Optional benefits include short-term disability, long-term disability, deferred compensation savings program, and flexible spending accounts for health care and childcare expenses.
• Click here to learn more about State of Oregon benefits.

OHA values health equity, service excellence, integrity, leadership, partnership, innovation and transparency. OHA’s health equity definition is “Oregon will have established a health system that creates health equity when all people can reach their full potential and well-being and are not disadvantaged by their race, ethnicity, language, disability, age, gender, gender identity, sexual orientation, social class, intersections among these communities or identities, or other socially determined circumstances. Achieving health equity requires the ongoing collaboration of all regions and sectors of the state, including tribal governments to address: the equitable distribution or redistributing of resources and power; and recognizing, reconciling, and rectifying historical and contemporary injustices.” OHA’s 10-year goal is to eliminate health inequities. Click here, to learn more about OHA’s mission, vision and core values.

WHAT WE ARE LOOKING FOR:

Minimum Qualifications

Two years of experience in customer service. One year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

Desired Attributes

• Preference may be given for Spanish-English and/or other bilingual skills or candidates speaking other of the top languages spoken by Oregon Health Plan members such as Spanish, Russian, Vietnamese, Chinese, Ukrainian, Arabic, Somali. 
• Evidence of ongoing development of personal cultural awareness and humility, and knowledge of social determinants of health and their impacts on health outcomes.   
• Experience supporting the implementation of policies, projects and programs at the community, state, and/or national level that promote equity and inclusion and address systemic health disparities, with an emphasis on integrating the voice of consumers with lived experience. 
• Experience explaining to the public (in person, on the telephone, or in writing) laws, rules or policies relating to a particular program, operation, or service. 
• Strong ability to communicate with diverse groups and individuals in areas such as responding to inquiries, narrative reports and instructional materials with limited supervision. 
• Excellent communication/listening skills in order to interpret and develop the ideas/needs of participants and discern the best approach to achieve the desired outcome. 
• Demonstrates skills in the following areas:   
  • Constructive and Collaborative Working Relationships  
  • Critical Decision-making and Problem-solving 
  • Customer Service and Person-centered Engagement 
  • Data Entry Accuracy and Productivity 
  • Workload Planning & Prioritization 
  • Strong Oral and Written Communication, including preparation of reports.  
  • Multi-line telephone and quality keyboarding skills  
  • Technical and Computer Skills 
  • Training and Technical Assistance 

How to apply:

• Complete the online application and questionnaire

• A cover letter is not required for your application to be considered; however, cover letters are reviewed as part of candidate prioritization and selection for interviews. A cover letter provides you the opportunity to clearly state your interest in the position, and what aspects of your professional and lived experience you believe are relevant to the role.

• Please ensure you’ve provided a thorough and updated application as it pertains to the position for which you are applying. Update professional, educational, voluntary, and personal experience on your resume. Your application materials will be used to determine salary based on a pay equity assessment.  For further information, please visit the Pay Equity Projecthomepage.

Questions/Need Help?

If you need assistance to participate in the application process, including an accommodation request under the American with Disabilities Act contact: Stephanie Mitchell at Voice: [503-979-7679] (TTY 711) or Email: stephanie.d.mitchell@oha.oregon.gov.

TTY users  may dial 711 or 1-800-735-2900.

For Workday technical support dial 1-855-524-5627.

Additional Information

• Please monitor your Workday account, as all communication will be sent to your Workday account. You must have a valid e-mail address to apply.
• Candidates gathered from this job announcement may be used to fill future vacancies.
• If you are a veteran, you may receive preference. Click here for more information about veterans’ preference. If you checked that you are a veteran, we will ask you for your documents later in the process.
• Oregon Health Authority (OHA) does not offer VISA sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States.  OHA is an E-Verify employer and will use E-Verify to confirm that hires are authorized to work in the United States.
• If you are offered employment, the offer will be contingent upon the outcome of an abuse check, criminal records check and driving records check, and the information shall be shared with the Oregon Health Authority (OHA), Office of Human Resources (OHR). Any criminal or founded abuse history will be reviewed and could result in the withdrawal of the offer or termination of employment.
• Please only attach documents that are related to the position. Additional documents that are attached will not be reviewed.
• Attention current State of Oregon employees: To apply for posted positions, please close this window and log into your Workday account and apply through the Career worklet.
• Applicant Help and Support webpage
  

The Oregon Health Authority is committed to fair employment practices and non-discrimination, including pay equity for all employees. We do not discriminate on the basis of protected class (race, sex, veteran status, disability, age, color, religion, national origin, marital status, sexual orientation) in the payment of wages or screen applicants on the basis of their current or past compensation. We determine salary by completing a review of your application materials to evaluate your related education, experience, and training for this position.

The Oregon Health Authority is an equal opportunity, affirmative action employer committed to work force diversity and anti-racism.