Inbound Call Center Rep

Title/Role: IN-IDOI-Inbound Call Center Rep

Worksite Address: INDIANAPOLIS, IN

This is a clerical and helpline role that answers incoming 800 helpline calls about health insurance for people with Medicare and handles general office duties such as data entry, mailings, and inventory. The incumbent must complete a 5-day training on Medicare health insurance before starting. The role works with the immediate office staff, the Office Supervisor, the public, and department and agency representatives at the local and state levels.

Work Schedule: Must be in by 8:00 AM (8:30 AM may be allowed in some cases)

• Answer all 800 helpline calls in a timely manner and record them on Client Contact forms
• Forward calls to available volunteer counselors, or provide counseling assistance when volunteers are unavailable
• Take calls from counselors about availability and supplies
• Complete daily data entry, including Client Contacts
• Prepare labels and mailings for information packets, assemble packets, and make copies of SHIP information as needed
• Check voicemail for packet requests at least twice a day (morning and afternoon)
• Forward call-back messages to Volunteer Supervisors at the end of each day
• Put together new counselor training materials and other materials requested by Trainers
• Prepare presentation materials and supplies requested by Volunteer Supervisors, Counselors, or SHIP Local Sites
• Tell the Office Manager when supplies are running low
• Put away deliveries in an orderly manner, keep the work area neat, and recycle unwanted paper and boxes
• Handle other duties assigned by the Office Manager, such as special mailings and emails, 800 message recordings, and updating lists

• Call center experience
• 2 years of data entry knowledge
• Additional education or experience (preferred)

• Communication skills, especially on the telephone (2 years)
• Data entry accuracy
• Accurate delivery of Medicare information over the phone
• Records, forms, and file management
• Following agency policies and laws that affect the agency
• Organization and timeliness
• Providing information and making referrals

• High school diploma or GED
• Completion of the 5-day training on health insurance for people with Medicare
• Ability to be at work by 8:00 AM
• Ability to complete standardized tasks accurately