The Federally Facilitated Marketplace (FFM) Email Help Desk representative shall provide multi-tiered email support for agents and brokers within the Marketplace. The Help Desk Representative is responsible for resolving Marketplace agent/broker related questions on behalf of the Centers for Medicaid and Medicare Services (CMS). Representatives shall have an understanding all Agent Broker Help Desk processes, an Agent Broker’s journey through registration, training, the consumer enrollment process, and the roles and importance of Agent Brokers in the Marketplace, in order to resolve inquiries within a timely manner. It is expected that the Help Desk Representative perform all duties and responsibilities in a professional manner and meet timeliness and accuracy requirements established by Cognosante.
The FFM Agent Broker Email Help Desk provides the Agent Broker, Small Business, and Assister community with support in the following areas:
- General enrollment and compensation questions
- Manual identity proofing/Experian issues
- Escalated general registration and training questions
- Agent/Broker Registration Completion List issues
- Find Local Help questions
- Help On Demand participation instructions or questions
- Reported concerns that a consumer or another agent or broker has engaged in fraud or abusive conduct
- Complex consumer application issues
Key Responsibilities
- Provide email Help Desk support to Agents, Brokers, Assisters, and Navigators in the Health Insurance Marketplace.
- Performs tasks in support of the call management lifecycle including operations, maintenance, and core system functionality sustainment.
- Responds to reported issues in a timely manner and records issue, resolution, and status; escalates as necessary to an appropriate member of a team or work group.
- Contribute positively to a work environment that is flexible, adaptable, and team based.
- Ability to work both independently as well as in a team environment.
- Demonstrate and support Cognosante Values and Behaviors.
- Provide, receive, and seek feedback in a positive manner to encourage team building Participate in the development and attainment of team and operational goals.
- Perform special projects and assignments as needed. Demonstrate, and apply effective customer service skills.
Required Qualifications
- Associates degree and 3 years relevant experience
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
- Ability to pass an FBI/ National Security background check and obtain a Certificate of Public Trust
- Must be a US citizen or possess a valid VISA (unexpired) and Form I-797
- Must have lived in the US for 3 of the past 5 years
- Ability to work flexible hours including evening and weekend shifts, if required
Preferred Qualifications
- Experience with the ServiceNow (SNOW)
- Experience with the Federally Facilitated Marketplace (FFM)
- Experience documenting new processes and maintenance of existing processes
- Experience working with government officials, IT vendors or stakeholders
- An active certificate of public trust and RSA token or PIV card issued by CMS
- Ability and desire to work independently
- Experience with PC desktop hardware usage (3 monitors, accessories, and Virtual Machine VM utilization. Aptitude for learning and utilizing various software tools as needed (Customer Resolution Management CRM systems, Office365 Suite (Outlook, Word, Excel, PowerPoint, Teams, and SharePoint).
- Ability to research, review, and comprehend technical data
- Ability to manage priorities and tasks in a changing environment
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws.
Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.