Office Service Clerk - Call Center

Position Overview

Office Service Clerk – Call Center
Compensation: $18.22 per hour

This position acts as a telephone triage agent for various 800 hotlines supporting the HealthChoice and Acute Care Administration within the Division of HealthChoice Customer Relations. The role involves providing customer service and resolving recipient and provider concerns across multiple Medicaid programs, including HealthChoice, Medicaid programs, Maryland Children's Health Program (MCHP), and the Family Planning program. The agent documents inquiries and complaints in the Provider Recipient Ombudsman Management Information System (PROMIS) and educates recipients and providers on navigating the Medicaid system according to state and federal regulations. Complex complaints are referred to the Complaint Resolution Unit within the Division of Outreach and Care Coordination.

Key Responsibilities

• Answer all incoming phone calls in accordance with MMA policies and procedures and respond to client inquiries.
• Prepare client letters based on route slip restrictions, including copying and mailing as necessary.
• Scan and file all client correspondence, letters, and documents.
• Process all incoming mail by opening, stamping, indexing, and distributing it to the appropriate recipient.
• Retrieve and respond to phone messages; sort mail; enter mail and notes into system files; document, correspond, and return claims for review.
• Retrieve and respond to email correspondence per MMA policies and procedures.
• Provide additional clerical support such as photocopying, scanning, preparing outgoing mail, processing case closures, updating system notes and screens, and assisting with special assignments.

Required Qualifications

• Requirements: Basic Math skills
• Qualifications: General experience working in an office setting
• Qualifications: Ability to perform repetitive motion for long periods of time
• Physical Requirements: Must be able to lift boxes up to 35 lbs, sit for extended periods, walk, reach with full range of motion, and communicate effectively.

Preferred Qualifications

• Education: High School diploma or equivalent preferred