Direct Interactions
Description
Based in Seattle, Direct Interactions operates contact centers staffed by American agents nationwide. We are socially responsible in our business practices and provide work-at-home opportunities for all Americans, including those with disabilities, Veterans and military spouses. Direct Interactions helps organizations better serve the public through the use of rewarding and innovative practices by building and managing teams of compassionate agents who draw on their own experiences to help other humans through difficult and complicated challenges to achieve measurable improvement in outcomes.
At Direct Interactions, you will work with some of the kindest and most professional contact center agents in the country. We partner with various companies and states to provide their customers with white-glove service. You will help people in need and know that you’ve made a positive impact on their lives. We pride ourselves on being all about the clients we serve as well as the agents who work with us. While most people spend most of their waking hours away from home, this work-from-home opportunity allows a more balanced work-life, so join the Direct Interactions family to achieve that goal!
What’s Next?
To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please continue to monitor all inboxes in your email so that way you do not miss an email or any deadlines to respond by.
Requirements
- Residents of Rhode Island highly preferred, but not required
- Must have experience in the Health and Human Services
- Must have knowledge of Medicaid Eligibility Rules
- Experience using a Medicaid Eligibility System(s)
- Must have experience in Call Center Processing
- Must undergo a background check
- Must be a self-starter
- Must possess a professional demeanor
- Must demonstrate a passion for providing outstanding service
- Must maintain composure across a variety of customer and peer interactions
- Experience working in a team environment (E.g. cooperating with co-workers, joint problem solving etc.)
- Routinely demonstrates listening skills and is attentive to the needs of those you will be assisting
- Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch
- Ability to remain calm under pressure in a fast-paced contact center environment
- Ability to remain calm while taking back-to-back calls
- Ability to show empathy for those that may be frustrated or anxious
- Ability to pay attention to detail and multitask while navigating through multiple programs and information
- Ability to use a computer quickly and accurately
- Must possess the ability to remain poised in high-stress situations
- Must be willing to overcome challenges
Job Details (what you will be doing)
In this role, the Medicaid Eligibility Specialist will evaluate and verify information and assess the validity of customer documentation; applies federal, state, and county policies and procedures within prescribed time frames with a minimal number of errors and process overdue applications & case re-determinations. The Medicaid Eligibility Specialist will periodically coordinate with other programs to ensure proper processing when necessary.
- Assist applicants/recipients in knowing their rights and responsibilities, completing applications, and securing supporting evidence in order to ensure that complete and accurate information is obtained
- Provide information to applicants/recipients and to other interested parties by mail, telephone or in person, about laws, rules, regulations, policies/procedures, and eligibility requirements to ensure an understanding of available program benefits
- Assist the customer through the Customer Portal to complete required forms
- Refer to social service personnel those applicants/recipients who express a need for service-oriented functions
- Prepare reoccurring and special reports, including simple statistical breakdowns
- Utilize an automated database for case processing, including using the equipment and related routines in the performance of assigned duties
- Report suspected cases of child/elder abuse or neglect to appropriate authorities
- Research and perform customer outreach using undeliverable mail to update customer address and other information
- Process Change Reports
- Make and received phone, fax, and email communication with DHS customers to provide information of benefit changes, obtain needed demographic information and/or clarify information needed for processing or maintaining benefits
- Data entry into RI Bridges to prepare case to processing by Eligibility Technicians
- Handling complaints (non-case specific)
- Must understand general information on programs, local offices and referrals
- Scheduling and rescheduling applications
Training
Orientation: TBD
Training: TBD
All mandatory events are paid (orientation & training)
Shifts
Specialist must be available to work 40 hours per week within the hours of operation noted below
Hours of operation for the client
Monday- Friday 8:00 am to 6:00 pm EST
40 hours per week are required
Pay Rate
- $17.00-$18.50 per hour (based on experience)
- This is a W2 (employee) position
- We are paid biweekly via direct deposit
Employee Benefits
- Accrued paid time Off (PTO)
- Sick time
Technical Requirements
- Desktop or laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible
- Operating system Windows 10 or higher
- High-speed Internet via hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet
- USB headset with noise-canceling microphone; 3.5 mm headsets are NOT approved and will not work with our software
- A second monitor is not required, but strongly recommended
*There are NEVER any fees associated with applying or working for Direct Interactions.
WE ARE NOT HIRING IN CALIFORNIA OR NEW YORK AT THIS TIME
Salary Description
$17 – $18.50