20 days old

Contact Center Customer Service Inbound/Outbound I

Kelly Services
East Lansing, MI 48825

**What is MI EBS?** Michigan Enrollment Broker Services (MI EBS). We are currently contracted as an enrollment broker through the State of Michigan Department of Health and Human Services (MDHHS) to oversee a number of areas related to MDHHS work. We have 3 phone lines that account for majority of our call volume. We have a large call center that accepts calls from all across the state.

**Michigan ENROLLS**

Client Services Representatives provides education and enrollment services for those eligible for State and Federally funded health insurance programs such as Medicaid, Healthy Michigan Plan and MIChild. The call center staff provide education and outreach to beneficiaries on these programs so they can make an informed choice when picking appropriate Health Plan.

**Beneficiary Help Line**

This phone line accepts calls for anyone, past or present that has had eligibility with any State and Federally funded insurance program. Some of the calls accepted are from people calling with questions about the different programs. Others are from people having problems getting their medications, billing issues, access to care concerns, assistance with applying or advising how to apply for health insurance, etc. Typically, Beneficiary Help Line calls are non-enrollment related.

**Michigan Healthcare Help Line/Phone Application Help Line**

This phone line was created in parallel to the Affordable Care Act (ACA). The primary type of phone calls on this line is phone applications. These calls can take from 20 minutes to 45 minutes to complete and an eligibility decision is typically determined within a minute of submission. Application status calls are also received on this phone line. Between the 3 phone lines, we take just under 2,500,000 calls a year.

**What is Provider Support? T** his dual division assists providers by answering general questions, assisting with claims inquiries, assisting with enrolling new providers, and taking action with their online accounts. We have the Atypical Provider Call Center (APCC) that assists home help providers and the Provider Support Services Call Center (PSS) that assist medical providers.

**What is Customer Support?** This call center answers general MDHHS questions on a broad

**Services Call? V** ariety of topics related to benefits from the state of Michigan and the federal government. We provide customer service for benefits and other services that are handled at the local MDHHS offices.

**What is MIBridges Support? t** his call center serves as the tier 1 help desk for the new MIBridges

**Help desk?** Portal. We answer questions about navigating the portal, applying for benefits, connecting with community partner organizations, and account/password resets.

**Call Center Abbreviations:**

Michigan Enrolls Call Center (MI EBS)

Provider Support Services Call Center (PSS)

Atypical Provider Support Call Center (APCC)

Customer Support Call Center (CSCC)

MI Bridges Support Help desk Call Center (MBSH)

**Address:** 2651 North Coolidge, Suite 200, East Lansing Michigan, 48823

**Business Hours:** 8:00 AM - 5:00 PM M-F

**Site Hours:** 8:00 AM - 7:00 PM M-F

**Training Hours/Days:** MI EBS: 8 :00 AM - 5:00 PM M-F, 18 days subject to change

PSS: 8:00 AM - 5:00 PM M-F, 15 days subject to change

APCC: 8:00 AM - 5:00 PM M-F, 10 days subject to change

CSCC: 8:00 AM - 5:00 PM M-F, 10 days subject to change

MBSH: 8:00 AM - 5:00 PM M-F, 10 days subject to change

**Shift Hours:** MI EBS/MBSH: 8 hour shifts between 8:00 AM 7:00 PM, M-F

PSS/APCC **:** 8 hour shifts between 8:00 AM 5:00 PM, M-F CSCC: 8:00 AM 4:30 PM, M-F

**Job Title & Testing Reqs** **Client Service Representative-Pay rate-$12.50 during training and $12.75 after training is complete. If a candidate is bi-lingual (must be fluent in Spanish or Arabic) the Pay rate is $14.00 during training and $14.50 once training is complete.**

+ Customer Service Mindset Survey 88%

+ Customer Service Listening Skill 67%

+ Typing-3 minute WPM-minimum of 25 WPM

**Provider Support Representative/** **Atypical Provider Support/MI Bridges Support Help Desk/Customer Support Services--Pay rate-$12.50/hr. during training and $12.75/hr. after training is complete.**

+ Customer Service Mindset Survey 88%

+ Customer Service Listening Skills 67%

+ Typing-3 minute WPM-minimum of 25 WPM

**Preferred Languages:** Bilingual Arabic/English or Spanish/English (MI EBS call center only)

Please send a copy of your resume directly to or reply to this job posting if interested and would like to be contacted to discuss this amazing job opportunity. Thank you.

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2020-07-17 Expires: 2020-08-17

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Contact Center Customer Service Inbound/Outbound I

Kelly Services
East Lansing, MI 48825

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