24 days old

Customer Service Assistant 3

Columbus, OH 43215
  • Job Code


Office: Operations

Bureau: Network Management

Working title: Customer Service Assistant 3(PN 20089770)

Job Preview:

This position will act as a lead worker in the Provider Enrollment unit. You will be responsible for training and on-boarding of lower level Customer Service Assistant team members, providing customer assistance through a call center, and conducting quality assurance tasks for provider enrollment applications. You will attend meetings, perform system user testing, respond to inquiries and screen simple and complex applicants applying to enroll in the Ohio Medicaid program.

Job Duties:

Under general direction, acts as lead worker by providing work direction/assistance & training, on a daily basis, to lower-level customer service assistants & responds to difficult inquires or those referred by lower-level customer service assistants: independently determines appropriate action to resolve difficult identified problems; trains lower-level customer service assistants on Medicaid "first-step" guidelines for provider enrollment; provides technical assistance to lower-level customer service assistants regarding communication concerns and/or relaying Medicaid enrollment status to the applicant/provider; provides necessary follow-up to ensure consistent maintenance of Medicaid enrollment process.

Independently screens/enrolls and processes initial applications and revalidations for all complex organizational applicants to the Medicaid program (e.g., hospitals, federally qualified health clinics, clinics with various specialties, Medicaid School Program, Department of Developmental Disabilities (DODD); Home and Community-Based Services (HCBS) Waiver providers); works with Managed Care Plans (MCPs) to identify and resolve issues related to provider enrollment and screening, revalidation, Ordering, Referring and Prescribing status, and 24 month inactivity.

Operates personal computer &/or computer terminal to enter, update, correct, delete or send data, retrieve/lookup data, to verify/give out information or give status of file, log & track calls, &/or other information (e.g., movement of file through process) & composes &/or generates reports & correspondence; researches appropriate data files to resolve complex problems and determine solutions; takes appropriate corrective actions (e.g., returns incomplete or incorrect application to applicant for necessary action; re-routes applications sent to wrong address; refers applicant to other areas for assistance (e.g., billing; prior authorization, EFT services, policy, community services, Medicare, Ohio Home Care;)); searches current &/or inactive files for data and information (e.g., changes in provider status; name; tax ID numbers linking to group numbers; link up for billing electronically); updates Medicaid Information Technology System (MITS) provider master file (e.g., name changes, provider status updates, category of service); prepares & maintains reports concerning work processed/calls handled (e.g., weekly telephone productivity summaries; weekly/daily reports of keyed or returned provider applications); operates photocopier to obtain copies for dissemination &/or for files; operates facsimile equipment to send & receive faxes).

Performs other related duties as assigned (e.g., acts as back-up and assists with Medicaid provider enrollment process of general Medicaid applicants/providers (e.g., vacation, absence; workload); attends and participates in staff meetings; attends meetings and trainings; travels to meeting sites; maintains logs, records & files).

12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment; 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 12 mos. trg. or 12 mos. exp. in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed; 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry, or word processing; 9 mos. trg. or 9 mos. exp. in operation of personal computer.

-Or 6 mos. as Customer Service Assistant 2, 64432.

-Or 9 mos. exp. as Customer Service Assistant 1, 64431.

-Or equivalent of Minimum Class Qualifications For Employment noted above.

Posted: 2021-03-26 Expires: 2021-04-24
Sponsored by:
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Customer Service Assistant 3

Columbus, OH 43215

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