The Client Service Representative is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.


  • Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services
  • Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken
  • Follow standard operating procedures to ensure consistency and accuracy
  • Address customers inquiries and resolve problems to ensure that appropriate changes are made
  • Refer unresolved customer grievances to designated departments for further investigation
  • Communicate with supervisor regarding any potential needs or concerns
  • Perform data entry accurately
  • Perform other duties as assigned by management


  • High school diploma or GED required
  • Associate degree is preferred
  • 2 years of related work experience required
  • Excellent organizational, written and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to work as a team member, as well as independently
  • Ability to maintain confidentiality and security of all information
  • Ability to comply with current and updated policies and procedures
  • Ability to interact courteously and effectively with a diverse population
  • Proficient in the use of Microsoft Office products


Title Supervisor – Case Management
Advertising Title Supervisor – Case Management
Grade 12
Position Classification Exempt
Division Eastern Region, Health Services / 20-0014
Department State of New York, New York Medicaid Choice Program
Reports To Manager – Call Center
Required Education College degree or equivalent
Preferred Education College degree in social work
Required Experience NYMC project experience and related programs
Preferred Experience 1-3 years of Supervisory experience in a health or social service field and/or 2 years of human services experience working with the public
Required Skills Ability to type at least 35WPM; computer literacy; knowledge of the community to be served; ability to follow directions; excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; ability to work as a team member; ability to work independently
Preferred Skills
Bilingual Fluency may be required in commonly spoken languages for some positions



  1. Supervises Case Management staff, including the functions associated with Case Management and forms processing.
  2. Monitors the performance of assigned staff, providing feedback and education to staff to improve performance.
  3. Assists Case Management counselors and lead counselors in responding to exemption and exclusion, MLTC, LTCE and FIDA calls when needed.
  4. Ensures Case Management staff effectively assess consumers’ health care needs and assists consumers in the exemption and exclusion, MLTC, LTCE, and FIDA processes.
  5. Ensures Case Management staff effectively educates consumers in managed care, accessing services, and other information.
  6. Ensures that the Exemption and Exclusion, Expedited Disenrollment/Transfer, Good Cause, MLTC Enrollment Denials, MLTC Involuntary Disenrollment, LTCE, and FIDA forms are being processed efficiently and accurately.
  7. Identifies breakdowns in the forms processing system and recommends solutions to the Central Operations Manager.
  8. Provides on-going training and support to Case Management counselors.
  9. Ensures the Case Management staff maintains updated knowledge of the project policies and knowledge of health plans that are available to consumers.
  10. Ensures Case Management staff effectively assists consumers in enrolling / disenrolling in health plans.
  11. Checks exemption, expedited disenrollment, good cause, MLTC Enrollment Denials, MLTC Involuntary Disenrollment, and FIDA report logs.
  12. Communicates with consumers.
  13. Communicates with Local Department of Social Service Offices on E&E, MLTC, LTCE, and FIDA issues.
  14. Ensures E&E, MLTC, LTCE and FIDA documentation are up to date.
  15. Some Saturday work required.
  16. Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.
  17. Performs other duties as may be assigned by the Central Operations Manager.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s