Summary of Position

The CSR 1 is responsible for providing high-quality customer service and administrative support related to medical support orders. This role serves as the primary point of contact for employers, plan administrators, prospective enrollers, and the general public. The CSR 1 ensures inquiries are handled in accordance with established policies, supports accurate documentation, and assists in facilitating key processes to maintain compliance and case progression.

Essential Job Requirements

• Answers incoming calls from employers, the general public, prospective enrollees, and plan administrators in alignment with standard procedures for medical support orders.
• Responds effectively and professionally to all inbound and outbound communications.
• Tracks, documents, and maintains records of all inquiries using approved systems such as Excel workbooks.
• Refers callers to appropriate agencies or internal departments based on established guidelines (e.g., Child Support Services).
• Coordinates translation services for callers who require language assistance.
• Conducts outreach activities to support resolution of incomplete or pending medical support cases.
• Escalates calls or issues to designated staff for timely resolution when necessary.
• Participates in weekly meetings and ongoing training sessions to maintain current knowledge of program policies and systems.
• Regular and timely attendance
• Other duties as assigned

Required Education

High School diploma or equivalent required

Required Experience

• Demonstrated professional experience with office software, including Excel required
• Experience in customer service, call centers, or administrative support preferred
• Knowledge of medical support orders, health insurance processes, or child support services preferred
• Experience working with diverse populations, including non-English speaking individuals preferred