Initial Posting Date:
04/17/2024
Application Deadline:
04/26/2024
Agency:
Oregon Health Authority
Salary Range:
$3,218 - $4,338
Position Type:
Employee
Position Title:
Customer Services Representative (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 Health Systems Division. The specific positions associated with this posting are listed under REQ-154454. 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 (4) permanent, full-time position. These positions are classified and are represented by a union. The list of candidates gathered for this position may be used to fill additional positions as they come vacant.
Work Location: Salem/Marion; hybrid position
What you will do!
Customer Service Representative (2 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 1.5 million Oregonians 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. 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
-
Complete the online application, including questionnaire.
-
Attach a Cover Letter, no more than 2 pages, specifically focused on your qualifications for this position as identified in the Desired Attributes section of this announcement.
Please ensure you’ve provided a thorough and updated application as it pertains to the position for which you are applying. Your application materials will be used to determine salary based on a pay equity assessment. For further information, please visit the
Pay Equity Project
homepage.
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:
.
TTY users may dial 711 or 1-800-735-2900.
For Workday technical support dial 1-855-524-5627.
Additional Information
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.