Description Project Overview: Our client is providing enrollment broker support for state Medicaid and Medicare open enrollment window and longer-term enrollment broker support. Position Title: CSR3-CallCenter Pay Rate - $17.00 and $17.50-bilingual (Eng/Span) Training Schedule/Duration: The expectation is that a supplier will not present a candidate with a prescheduled appointment during the training or residency period. Missed time during the training or residency period may result in being released from the assignment. Agents will be expected to be on camera for the entire duration of training. Training Hours: 8:00 AM - 5:00 PM M-F Training – 100% attendance is expected • Phase 1 skillset is 3 weeks • Phase 2 skillset is 5 days. Residency - 100% attendance is expected • 3 weeks. • Must meet the following to graduate to production o QA average of 85% or better. o Service Request average of 85% or better o AHT must be 17:00 minutes or better for the total duration of residency. o Must have no more than 1 HIPAA violation in the duration of residency. Hours of Operation: • Normal Business hours are Monday-Friday 8:00 am to 4:30 pm EST. • Open Enrollment Period: 11/1 through 01/15 • Open Enrolment Hours: The client has not yet provided the exact dates/hours for this year's OE period. Attendance: Reinforce the importance of attendance during training and residency. The expectation is that a supplier will not present a candidate with a prescheduled appointment during the training period. Missed time during the training period may result in termination. Location: Remote / Work from home / Contiguous United States Equipment: Bring Your Own Device (BYOD) per provided specs plus camera Real Job Preview: To help improve the candidate experience and improve the success of meeting our client expectations both in quantity (recruiting numbers) and in quality of staff, Real Job Preview (RJP) will be conducted. We are using a multimedia presentation that will include an overview of Client, job and performance expectations and a road map of their new hire journey, ending in a Q&A session. When candidates are considering whether to accept a new position, it’s important to understand the scope of their duties and responsibilities. The RJP (Real Job Preview) will help us give potential candidates a transparent summary of what a job requires. It will also allow HR and Ops to establish a connection with candidates at the very beginning of their employee experience with Client. It’s also a self-evaluation tool for the candidates. It helps them reflect on the job expectations and determine if the position is right for them. We are using a multimedia presentation that will include an overview of Client, overview of the project, job and performance expectations, and a road map of their journey (training, residency, production). The session will end with Q&A. SOA HR/Ops will partner with the agencies on recruiting. The agency will make their selections (not making any offers) and then HR/Ops will conduct a real job preview for the candidates. The candidates will need to be on camera during the RJP sessions. We will provide feedback on making offers, not make an offer (why), and candidates may go back to their agency and say, this opportunity is not a good job fit for me. Background Check Requirement via Orange Tree: MedScan (OIG/GSA) must be clear to start. Client Standard Package – Plus Federal Social Security Trace National Criminal Records Search & National Sex Offender Registry Search County/Statewide Criminal Records Federal Criminal Records Search Office of Inspector General List of Excluded Individuals/Entities General Services Administration Excluded Parties List Employer Verification Education Verification International Checks must be preapproved. CSR 3 Job Description Essential Duties and Responsibilities: CSR’s will be handling inbound calls to CSC for the state of Vermont’s Medicaid program. Below are some of the examples of calls that are handled by customer service. • Medicaid- Enrollments, Terminations, ID Cards. • QHP- (Market Place Plans)- Enrollments, Terminations. • Medicare- Reporting and Coding Minimum Requirements: • High School diploma with 1-3 years of experience. Job Seeker Entry: Please ensure that the candidate’s legal name (no maiden names, nick names, preferred names, etc.) is entered and spelled accurately on the tracker and in Fieldglass. Reminders When Recruiting Contact Center Operations Workers Internet connectivity to Client: Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred. Note: there may be some projects that have different requirements based on project needs which are communicated at the time of hire. Mobile hotspots must not be the primary source for internet connection for remote workers. Connectivity from the PC to the Internet router via a Category 5 or 6 ethernet patch cable is required to ensure optimal call quality and customer experience. Proof of an internet speed test must be provided upon request. Note: Google Speedtest or Speedtest.net can be used to test your speed and take a screenshot of the results. Bring Your Own Device (BYOD): The client restricts smart phone and low performing computer platforms (such as chromebooks) from accessing Amazon WorkSpaces (AWS). The client requires Computer Operating System: Windows10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5) or newer. For HP Users, the client requires removal of SMode. Celeron Processors will NOT work! Headsets: The client requires a USB plug and play wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed. DeviceTRUST The client has an obligation to protect PHI and PII information that comes through Amazon Workspace (AWS). To strengthen this obligation a companion piece to AWS will be installed on all BYOD equipment, deviceTrust. DeviceTRUST is a companion piece to AWS used to connect with AWS accounts and is a security measure to ensure no unauthorized log ins from outside of the United States. Skills call center, customer service Top Skills Details call center,customer service Additional Skills & Qualifications MUST HAVE: -At least 1 year of customer service -Strong data entry and telephone skills -High School Diploma Required -Previous experience with computers, phone systems, and headsets required -Excellent organizational, interpersonal, written, and verbal communication skills -Ability to work flexible schedule including weekends -Comfortable working remotely (must have their own computer and equipment) Experience Level Entry Level Pay and Benefits The pay range for this position is $17.00 - $17.50/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jul 30, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.