Senior Customer Service Representative

• Assist callers with complex questions regarding Virginia Medicaid and CHIP eligibility, benefits, and managed care plans
• Provide accurate, objective, and professional guidance to help customers make informed healthcare decisions
• Resolve escalated customer concerns with empathy and professionalism
• Handle both inbound and outbound customer communications
• Process eligibility verification documents, including income, identity, and supporting documentation
• Research policies and procedures to ensure accurate information is provided
• Maintain detailed and accurate documentation while meeting quality and productivity standards
• Deliver an outstanding customer experience on every interaction

• High School Diploma or GED required
• At least one year of customer service or related professional experience
• Excellent communication and active listening skills
• Strong problem solving and critical thinking abilities
• Comfortable navigating multiple computer systems simultaneously
• Ability to learn and apply complex policies and procedures
• Bilingual English/Spanish candidates are encouraged to apply

Bilingual English/Spanish

• 100% Remote, Work From Home
• Meaningful work supporting Virginia families
• Stable full-time schedule
• Paid training
• Opportunity to build valuable healthcare customer service experience
• Supportive team environment
• Bilingual pay differential available
• Medical, dental, and vision coverage
• Life and disability insurance
• Additional voluntary benefits