Virtual Customer Service Representative- CAUI Details

Virtual Customer Service Representative- CAUI

MMC - Sacramento, CA

Employment Type : Full-Time

Job Title: Claim Processing - Prospective Determinations

Rate: $20/hour

Start Date: 3/31/2022

Must have your own computer Desktop or Laptop

Equipment: BYOD (Bring your own device) – Requirements below

Desktop or Laptop with Intel Core i5 Processor with 8GB Memory (No Celeron or Pentium)

• Desktop or laptop have a minimum of 256GB hard drive.
• Windows 10
• Minimum of 1 USB Gen 2 or newer port (wired headset) Headset and microphone with a USB Gen2 or newer connection
• 1 RJ-45 connection for a wired connection to internet router
• Video camera capability, necessary for training
• NO, Chromebooks, Mac Books, iPad or Tablets allowed. They are NOT compatible with our system.

Job Summary

The Claim Processing Agent is responsible for reviewing unemployment insurance claims with outstanding issues to determine next steps required to resolve those issues. Using critical thinking skills, the Agent will analyze all information, notes, and documentation to identify gaps or discrepancies in information. They will then perform outreach to claimants and/or employers to obtain the necessary information, notate that in the claim file, and forward detailed notes as required to resolve the issue.

The position requires using time management to work a caseload effectively and in order of priority set by leadership, critical thinking skills to identify the needs on each unique claim, and communication skills ensuring that information gathered is clearly notated in the claim.

Job Duties

Claim Processing Agents will perform job duties such as:

• Analyzing claim information to determine the cause of outstanding issues
• Assessing eligibility requirements based on UI Code, Policies, and Procedures
• Evaluating wage and earnings
• Communicating with claimants and employers by phone to obtain missing information
• Working closely with subject matter experts to gain further understanding of unique issues and how to address them
• Referring more complex issues to supervisor or tenured staff
• Notating all contacts and actions taken on a claim clearly and thoroughly
• Demonstrating the ability to make timeline and logical decisions

All other duties as assigned by management to support claim processing
Note: This position will work full-time, Remote, Monday through Friday 8am to 5pm Pacific Time.
Experience & Qualifications

• Bachelor's degree preferred
• 1-2 years' experience in claim or case management
• Proficient technical writing skills to support detailed case notes
• Critical thinking & time management skills

Job Types: Full-time, Contract

Pay: $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location