Customer Service Rep.-Enrollment Services at University Medical Center of El Paso – El Paso, Texas

Job Description:

The Customer Service Representative is responsible for handling patient and customer calls, patient inquiries and providing information requested in a timely and courteous manner. Interviews applicants/ patients to determine potential eligibility for Medicaid (as EPCHD authorized designees in the HHSC Community Partner Program and El Paso County Hospital District (EPCHD) Financial Assistance Programs for medical services received or will be provided by University Medical Center Hospital and UMC Neighborhood Health Centers. May perform duties and functions that will provide information about health coverage options to consumers and assists them with applying for and enrolling in Qualified Health Plans (QHPs) through the Health Insurance Market place.

Required Skills:

1. Ability to utilize proficient verbal, written and interpersonal communication skills.


2. Ability to type 35 wpm and use a ten-key by touch.


3. Ability to deal tactfully with Associates, patients, visitors, customers and the general public.


4. Ability to use analytical and problem-solving skills.


5. Ability to utilize a computer, database systems and any other related tool effectively.


6. Ability to self-motivate, multi-task and prioritize in a fast-paced environment.


7. Ability to effectively translate medical and administrative language in more familiar terminology for patients and community members.


8. Knowledgeable of public financial assistance programs, insurance coverage, HMO requirements.


9. Knowledge of principles and processes for providing customer and personal services.


10. Knowledge of HIPAA standards as well as understanding of legal compliance.


11. Knowledge of utilizing automated decision support system applications.


12. Knowledge of commercial and managed care payors requirements and terminology.


13. Knowledge of QHCs and public financial assistance programs


14. Bilingual English/Spanish required.

Required Experience:

Work Experience:

One year of related work experience in a hospital, physician or medical insurance office required.

License/ Registration/Certification:

Certification as a Certified Application Counselor; or completed within 6 months from date of hire.

HHSC Navigator Certification (Community Partner Program); or completed within 6 months from date of hire.

Education and Training:

High school diploma or equivalent.