• have extremely reliable and predictable attendance,
• have the ability to sit in front of a PC/monitor, fielding phone, chat and emails using multiple systems for extended periods of time,
• have exceptional listening, questioning and troubleshooting skills,
• have strong typing skills,
• have strong reasoning skills,
• provide excellent customer service,
• be able to simplify complex concepts and issues,
• have excellent written and verbal communication skills,
• navigate complex benefits, programs and IT systems,
• have strong time management and multi-tasking skills, and
• have a high level of self-motivation and ethical self-management

• Assess member's needs and provide expert service and the best solution to their problem, minimizing the member's effort.
• Provide accurate information for over 26 different benefit programs, benefits, rules and policies; additionally, evaluate member issue and draw on available resources to direct members toward appropriate resources, which may be in the community or options for those uninsured.
• Actively listen and interpret member's case while eliciting relevant statements to advise or instruct the member in accordance to our Member Contact Center standard protocol regarding eligibility, benefits and health care alternatives.
• Take in-bound calls from members pertaining to all public health insurance programs offered by the Department (including but not limited to: Colorado Indigent Care Program (CICP), Health First Colorado, CHP+)
• Assist members in navigating a complex health care environment by telephone, internet chat, fax, e-mail or through written correspondence regarding all public health insurance programs offered by the Department.
• Communicate healthcare benefits, qualifications, policies and relevant information clearly and accurately; provide instruction and guide members through various steps or processes. Speak clearly, responding well to questions. Participate in team meetings.
• Navigate through multiple computer applications as well as the Department reference materials, policies, procedures, practices, and methods in order to resolve member inquiries.

Minimum Qualifications
Bachelor's degree from an accredited institution in Health & Human Services, Health Policy and Administration, Business Administration, Communications, Humanities, Social Work or a field of study related to the work assignment.

Substitutions
Appropriate experience in a customer service role related to health insurance, health care operations, insurance claims and billing, collections, or a field related to the work assignment that demonstrates problem-solving, analytical skills, and decision making may be substituted on a year-for-year basis for the bachelor's degree.

You MUST submit a copy of your transcripts with your application materials if you are using the bachelor's degree to meet the minimum qualifications.

Preferred Qualifications

• Bilingual in Spanish, Russian, Cantonese, Hmong, Farsi or Vietnamese – other languages will be considered
• Experience in finance, billing, administration or policy in health care industry
• Health First Colorado or County Human Services eligibility experience
• Prior State of Colorado experience related to the duties of this position

• Deductive Reasoning: Ability to decipher an individual concern; putting it in context of the member service that is provided. Picking out the keywords of what the issue is through active listening. Having a solution-orientated response to apply healthcare policies to specific client questions and problems to provide accurate answers.
• Customer Service and Communication Skills: Demonstrates a commitment to excellent member service, providing internal customers and external members with accurate information or assistance in resolving problems with kindness and compassion demonstrated through active listening, comprehension, patience and composure. Excellent phone skills. Expresses information and ideas clearly and accurately; provides instructions that are clear and easy to follow.
• Instruction Skills: Ability to assimilate information and communicate it to others.
• Technical Skills: This position requires strong computer and typing skills for in-role documentation and the ability to demonstrate technical agility and resourcefulness through navigating through multiple complex systems (CRM, Eligibility System, Billing System, Pharmacy System, IVR, etc.).
• Diplomacy: Uses discretion and tact when interacting with external clients; effectively handles tense situations over the phone; attentively listens to external clients, taking time to understand the points being made; demonstrates patience and understanding in a time of crisis.

• Adaptability: Adapts quickly to change and is able to handle multiple client problems and navigate through resources in a calm, organized manner; is open to new ideas and methods.
• Critical Thinking: Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to member's cases.
• Service Orientation: Actively looking for ways to help serve members that contact the Member Contact Center.

• All positions at HCPF are security sensitive positions and require that the individuals undergo a criminal record background check as a condition of employment.
• Employees who have been disciplinary terminated, resigned in lieu of disciplinary termination, or negotiated their termination from the State of Colorado must disclose this information on the application.

~THE STATE OF COLORADO IS AN EQUAL OPPORTUNITY EMPLOYER~