Job Details

**Position Description**

If you love assisting people, making outbound phone calls with the use of a call script, and detailed record keeping, - Serco has a great opportunity for you! As a General Clerk II Seasonal Bilingual, you will select appropriate methods from a wide variety of procedures and make simple adaptations and interpretations from a limited number of substantive guides, manuals and procedures at our location. Bring your clerical and customer service skills to the team that helps the American people obtain affordable health care.

**This position is contingent upon your ability to pass a background check and drug screen**

Serco supports the Centers of Medicare & Medicaid Services as a prime for their Department of Health and Human Service contract which supports the Affordable Care Act. The CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. The unit delivers document processing, inbound and outbound call center support, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.

As a part of this 250+ member team, you will place outbound calls to consumers across the country and provide them support they need to resolve their verifications issues within the Health Insurance Marketplace. You will work closely with your supervisor and peers to deliver exceptional customer service.

**In this role, you will:**

+ Post information to agency records and modify forms or records.

+ Will communicate with consumers using your English and Spanish speaking skills.

+ Provide telephone support using the English and Spanish languages.

+ Record and input information to internal database records.

+ Conduct outbound telephone calls.

+ Receive inbound telephone calls.

+ Perform data entry and retrieval and perform arithmetical computations.

+ Receive coaching/feedback and implement/take action to make changes as appropriate.

+ Participate in internal training through company Learning Management System and passing certification tests.

+ Adhere to service compliance requirements by completing training modules and passing annual re-certifications.

+ Maintain required production and quality standards as outlined by contract.

+ Recognize & assess issues associated to the task following work instructions as outlined by the line of business and escalates when necessary.

+ Effectively work in a team environment.

+ Demonstrate flexibility and ability to adapt to change.

+ Additional duties as assigned.

**Available schedules:**

+ Monday - Friday - 7:45 AM-4:15 PM

+ Monday - Friday 1:45 PM - 10:15 PM

This is a temporary telecommuting position but may be required to work onsite depending on business need. However, you will need to be available to return to onsite performance of duties as directed. These procedures are required of all Serco employees.

To qualify for this position as a temporary telecommuting employee you must meet the following requirements:

+ You must live within the following wage determination counties:Cotton and Comanche

+ You have a defined work area in your home that is safe, reasonably quiet, free from high traffic and the location of your computer screens are secure and free from potential prying.

+ You have a private location in your home to conduct confidential phone conversations.

+ Your home workstation preferably connected through the CMS-provided hard wired ethernet cable. You may connect using built in Wi-Fi capability. .

+ You must maintain internet connectivity consistently throughout the workday and immediately report lost connectivity.

Military Veterans and spouses are encouraged to apply.

Depending on hire date, seasonal employment typically ranges from three to six months in duration.

Seasonal employees may be offered the opportunity to become full-time employees subject to performance and position availability.

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Si eres detallista, te gusta ayudar a los dems, y te gusta hacer llamadas con la ayuda de un guion, entonces, Serco tiene una gran oportunidad para ti! Como **Empleado General II Bilinge** , seleccionars entre procesos claramente definidos para realizar cambios e interpretaciones sencillas en los registros de los consumidores siguiendo guas, manuales y procedimientos fciles de seguir en nuestra localidad. Se parte de nuestro equipo que ayuda al pueblo estadounidense a obtener una atencin mdica accesible, aportando tus habilidades administrativas y de servicio al cliente.

Serco apoya a los Centros de Servicios de Medicare y Medicaid como principal del contrato con el Departamento de Salud y Servicios Humanos que apoya la Ley de Atencin Accesible. La entidad de negocios de CMS se enfoca en la prestacin de servicios de apoyo tecnolgico de primera clase a las organizaciones gubernamentales, ayudndolas a administrar los programas de salud al pblico. CMS ofrece procesamiento de documentos, asistencia a centros de llamadas entrantes y salientes, diseo de procesos empresariales e informtica, verificacin de solicitudes y determinacin y procesamiento de beneficios. El equipo ofrece soluciones flexibles y con capacidad de respuesta a las necesidades cambiantes y emergentes, un profundo conocimiento de la determinacin de la elegibilidad, las exenciones y los procesos de inconsistencia, y el conocimiento del procesamiento de las solicitudes existentes

Como parte de este equipo de ms de 250 miembros, realizars llamadas salientes a consumidores de todo el pas y les proporcionar el apoyo que necesitan para resolver sus problemas de verificacin dentro del Mercado de Seguros Mdicos. Trabajars en colaboracin con tu supervisor y sus compaeros para ofrecer un servicio excepcional al cliente.

**En este puesto, usted:**

+ Colocar informacin en los registros de la agencia y modificar los formularios o registros.

+ Se comunicar con los consumidores utilizando sus habilidades de hablar ingls y espaol.

+ Proporcionar apoyo telefnico utilizando los idiomas de ingls y espaol.

+ Registrar e introducir informacin en los registros de la base de datos interna.

+ Realizara llamadas telefnicas de salida.

+ Recibir llamadas telefnicas entrantes

+ Realizar entrada y recuperacin de datos y realizar clculos aritmticos.

+ Recibir asesoramiento/entrenamiento y aplicar/tomar medidas para realizar cambios segn corresponda.

+ Participar en entrenamientos internos a travs del sistema de gestin de aprendizaje de la empresa y superar las pruebas de certificacin.

+ Cumplir con los requisitos de servicio completando los mdulos de adiestramiento y aprobando las recertificaciones anuales.

+ Mantendr los estndares de produccin y calidad requeridos segn el contrato.

+ Reconocer y evaluar los problemas asociados a la tarea siguiendo las instrucciones de trabajo segn la lnea de negocio y escalar cuando sea necesario.

+ Trabajar eficazmente en un entorno de equipo.

+ Demostrar flexibilidad y capacidad de adaptacin al cambio.

+ Tendr tareas adicionales segn se le asignen.

**Horarios disponibles:**

+ Lunes - Viernes - 7:45 AM-4:15 PM

+ Lunes - Viernes 1:45 PM - 10:15 PM

Esta es una posicin de teletrabajo temporal, pero es posible que deba trabajar en la oficina segn las necesidades del negocio. Sin embargo, tendr que estar disponible para regresar al desempeo de las tareas en la oficina segn sea necesario. Estos procedimientos son obligatorios para todos los empleados de Serco.

Para poder calificar a este puesto como empleado temporal a distancia, debe cumplir con los siguientes requisitos:

+ Debe residir en los siguientes condados de determinacin salarial:Cotton and Comanche

+ Tener un rea de trabajo definida en su casa que sea segura, razonablemente silenciosa, libre de mucho trfico y la ubicacin de las pantallas de su ordenador son seguras y libres de posibles intrusos.

+ Tener un lugar privado en su casa para mantener conversaciones telefnicas confidenciales.

+ Su estacin de trabajo preferiblemente conectada a travs del cable ethernet proporcionado por CMS. Puede conectarse utilizando la capacidad Wi-Fi integrada.

+ Debe mantener la conectividad a Internet de forma constante durante toda la jornada laboral e informar inmediatamente de la prdida de conectividad.

+ Debe hablar ingls y espaol con fluidez

Fomentamos a los Veteranos militares y cnyuges a presentar su solicitud.

Dependiendo de la fecha de contratacin, el empleo temporal suele tener una duracin de entre tres y seis meses.

A los empleados de temporada se les puede ofrecer la oportunidad de convertirse en empleados a tiempo completo en base a su rendimiento y la disponibilidad del puesto.

**Qualifications**

**To be successful in this roll, you will have:**

+ High school diploma or equivalent, plus 6 months of experience in a similar job. Education beyond high school completion may be a substitute for experience.

+ Must be fluent in both English and Spanish

+ Must have internet and the ability to plug in a network cable to the router/modem

+ **This position is contingent upon your ability to pass a background check and drug screen**

This position pays $18.92/Hour plus $4.22/Hour H&W.

This position is on a Federal U.S. Government contract which will require candidates to pass a background investigation and drug screen. Medical marijuana cards are not acceptable

**Additional desired experience and skills:**

+ Have clerical skills including data entry, typing and outbound telephone calls.

+ Provide telephone support utilizing clear and effective communication skills. Prior telephone experience is desired.

+ Be able to use a computer including Microsoft Office Suite (Excel, Word, PowerPoint and Outlook).

+ Be able to multitask using two computer screens and navigating between multiple software programs.

+ Be able to work independently, perform as a self-started, and meet critical deadlines.

+ Be able to communicate effectively.

+ Be able to maintain confidential and sensitive information by following PII (Personal Identifiable Information) standards

+ Be able to translate from Spanish to English from a variety of language sources, including but not limited to print and audio.

+ Be able to use standard English grammar in attaining clarity and a faithful rendition of the original source's meaning

If you are a detail-oriented person who is interested in problem solving and assisting others and are looking to join a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

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**Para tener xito en este puesto, usted tendr:**

+ Diploma de escuela secundaria o equivalente, ms de 6 meses de experiencia en un trabajo similar. La educacin ms all de la escuela secundaria puede ser un sustituto de la experiencia

+ Debe dominar el ingls y el espaol.

+ Debe tener internet constante durante la jornada laboral e informar inmediatamente de la prdida de conectividad.

Esta posicin paga $18.92/Hora ms $4.93/Hora H&W.

Esta posicin est en un contrato del Gobierno Federal de los Estados Unidos que requerir que los candidatos pasen una investigacin de antecedentes y una prueba de drogas. No se aceptan tarjetas de marihuana medicinal.

**Experiencia y habilidades adicionales deseadas:**

+ Tener habilidades administrativas, incluyendo la entrada de datos, mecanografa y llamadas telefnicas de salida.

+ Proporcionar soporte telefnico utilizando habilidades de comunicacin claras y efectivas tanto en ingls como en espaol. Se desea tener experiencia telefnica previa.

+ Ser capaz de utilizar una computadora incluyendo las aplicaciones de Microsoft Office (Excel, Word, PowerPoint y Outlook).

+ Ser capaz de realizar mltiples tareas utilizando dos pantallas de computadora y navegando entre mltiples programas de informacin.

+ Ser capaz de trabajar de forma independiente, autosuficiente y cumplir con las fechas lmites.

+ Ser capaz de comunicarse eficazmente.

+ Ser capaz de mantener la informacin confidencial y sensible siguiendo las normas de PII (Informacin de Identificacin Personal)

+ Ser capaz de traducir del espaol al ingls a partir de una variedad de fuentes lingsticas, incluyendo, pero sin limitarse a, la impresin y el audio.

Si es una persona detallista que est interesada en resolver problemas, ayudar a los dems y est buscando unirse a un equipo apasionado en Serco, enve su solicitud ahora para consideracin inmediata. Solo toma unos minutos y podra cambiar su carrera!

**Company Overview**

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: .If you require an accommodation with the application process please email: ...@serco-na.com or call the HR Service Desk at 800-###-####, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see ourApplicant Privacy Policy and Notice ( .

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email ...@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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**ID** _66734_

**Recruiting Location : Location** _US-OK-Lawton_

**Category** _Administrative/Clerical_

**Position Type** _Temporary/Term Full-Time_

**Security Clearance** _None_

**Telework** _Yes - May Consider Full Time Teleworking for this position_