Customer Service Representative 2 (CSR L2)

Description

This candidate must reside and be able to work in the State of Indiana.  Actively recruiting for a December 11, 2026 hire date. 

Position Overview

The Level 2 CSR (L2) provides excellent customer service and support during inbound and outbound calls for Medicaid members, managing a high volume of calls while maintaining quality service. Key roles include member communication and support, issue resolution and escalation, benefit education, referrals of account management, and maintaining member records. 

RESPONSIBILITIES

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

· The CSR handles both inbound and outbound calls, primarily outreaching to assist members with completing a health needs screener.

· The CSR is responsible for educating members on general information regarding ID cards, handbooks, redeeming rewards, and updating primary care provider information. 

· They ensure all member interactions are documented accurately and provide support using various systems and software applications.

· The CSR transfers and or directs members to the proper department to assist with Medicaid policies, enrollment, plan options, transportation, and benefits, referrals for care, pregnancy, and medically frail requests. They update account information accurately and promptly. 

· The CSR maintains accurate and up-to-date member records across all databases, documenting interactions in the call center system. They utilize various systems and software applications to assist members, including electronic health records and CRM systems. Additionally, they effectively use Interpretive Language Services for non-English speaking members and complete state-required screeners, ensuring proper verification before releasing account information. 

· The CSR ensures accuracy and quality in all calls by understanding member needs, adhering to policies, and meeting quality metrics. They focus on productivity metrics, such as wrap-up time and conversion, while providing excellent customer service and demonstrating the company's core values.

· Other responsibilities include the CSR consistently upholding the company's values and strictly adhering to confidentiality policies, ensuring the protection of all sensitive information. They treat clients, members, patients, guests, staff, and others with care, courtesy, and respect always. 

· Ability to handle high-pressure situations. 

· Apply conflict management skills, including the ability to remain calm and composed while deescalating conflict.

· Dynamic work environment with demanding expectations

Requirements

COMPETENCIES

The core competencies for this role include proficiency in Microsoft Office and auto dialer tools, the ability to multitask across multiple computer applications, and strong written communication skills. Excellent interpersonal, verbal, and written communication skills are essential for interacting with providers and clients. Critical thinking, independent problem-solving, conflict resolution, empathy, and rapport-building are also crucial. Additionally, familiarity with medical terminology and the ability to type at least 45 words per minute are required

WORK ENVIRONMENT

The role operates in a professional remote environment and uses standard office equipment, such as computers and phones. Must be located in the State of Indiana 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk or hear. Frequent requirements include sitting, using hands to finger, handle, or feel, and reaching with hands and arms. The job involves prolonged periods sitting at a desk and working on a computer and occasionally lifting to 15 pounds.

POSITION TYPE AND EXPECTED WORK HOURS

Full-time, Monday–Friday, with flexibility for evenings and weekends as needed.

TRAVEL

 Limited travel may be required for client meetings, industry events, and site visits.

EDUCATION AND EXPERIENCE

Required

•  High school diploma or GED.
•  Experience with Microsoft Excel, Word, and Outlook

PREFERRED

· 1 years’ experience in call center or related field

· Knowledge of Indiana Medicaid