General Clerk II

General Clerk II SeasonalIf you love assisting people, making outbound phone calls with the use of a call script, and detailed record keeping, Serco has a great opportunity for you As a General Clerk II Seasonal, you will select appropriate methods from a wide variety of procedures and make simple adaptations and interpretations from a limited number of substantive guides, manuals and procedures. Bring your clerical and customer service skills to the team that helps the American people obtain affordable health care. Serco supports the Centers of Medicare & Medicaid Services as a prime for their Department of Health and Human Service contract which supports the Affordable Care Act. The CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. The unit delivers document processing, inbound and outbound call center support, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing. As a part of this 250+ member team, you will place outbound calls to consumers across the country and provide them support they need to resolve their verifications issues within the Health Insurance Marketplace. You will work closely with your supervisor and peers to deliver exceptional customer service.As a General Clerk, you will:Post information to agency records and modify forms or records.Communicate with consumers using your English and Spanish speaking skills.Provide telephone support.Record and input information to internal database records.Conduct outbound telephone calls.Receive inbound telephone calls.Perform data entry and retrieval and perform arithmetical computations.Receive coaching/feedback and implement/take action to make changes as appropriate.Participate in internal training through company Learning Management System and passing certification tests.Adhere to service compliance requirements by completing training modules and passing annual re-certifications.Maintain required production and quality standards as outlined by contract.Recognize & assess issues associated to the task following work instructions as outlined by the line of business and escalate when necessary.Effectively work in a team environment.Demonstrate flexibility and ability to adapt to change.Additional duties as assigned.Available schedules: Monday - Friday - 7:45 AM-4:15 PMThis position pays $19.22/hour plus $4.93/hour H&W. Depending on hire date, seasonal employment typically ranges from three to six months in duration. Seasonal employees may be offered the opportunity to become full-time employees subject to performance and position availability. This is a temporary telecommuting position but may be required to work onsite depending on business need. However, you will need to be available to return to onsite performance of duties as directed.To be successful in this role, you must have:High school diploma or equivalent. Education beyond high school completion may be a substitute for experience.6 months of relevant experience.Ability to pass a background check and drug screen. Medical marijuana cards are not acceptable.Strong internet connectivity.Live within the following wage determination counties: Washington, Madison, or Benton.A defined work area in your home that is safe, reasonably quiet, free from high traffic and the location of your computer screens are secure and free from potential prying.A private location in your home to conduct confidential phone conversations.A home workstation is preferably connected through the CMS-provided hard wired ethernet cable. You may connect using built in Wi-Fi capability.The ability to maintain internet connectivity consistently throughout the workday and immediately report lost connectivity.Additional desired experience and skills:Have clerical skills including data entry, typing and outbound telephone calls.Provide telephone support utilizing clear and effective communication skills. Prior telephone experience is desired.Be able to use a computer including Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook).Be able to multitask using two computer screens and navigating between multiple software programs.Be able to work independently, perform as a self-starter, and meet critical deadlines.Be able to communicate effectively.Be able to maintain confidential and sensitive information by following PII (Personal Identifiable Information) standards.Military veterans and spouses are encouraged to apply. If you are a detail-oriented person who is interested in problem solving and assisting others and are looking to join a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your careerCompany Overview: Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients.Serco is a place you can count on and where you can make an impact because every contribution matters.