Cognosante Application Specialist (Spanish Bi-Lingual) in McLean, Virginia

The Bi-Lingual Application Specialist contributes to the successful operation of the VA Enterprise Customer Service Center. The Bi-Lingual Application Specialist will provide customer services to members via the phone and data entry of application materials required by the State. Paid training provided; multiple shifts available during hours of operation (8:00 am – 8:00 pm).

Key responsibilities

  • Input accurately and completely documents within required timeframes established by the supervisor
  • Document actions taken related to documents in a customer relationship management (CRM) tool
  • Collect missing and/or replace illegible information from applicants/beneficiaries, reducing processing time and hard copy requests for additional information
  • Escalate complex calls to the State program staff according to standard operating procedures (SOPs)
  • Follow all approved SOPs and other applicable state and federal regulations
  • Inform clients by explaining information needed to complete the application; answering questions; providing information
  • Prepare and send documentation to the applicant/beneficiary requesting missing information
  • Perform follow up outbound calls, including second attempt calls to secure missing information
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
  • Updates job knowledge by studying new scripts; participating in educational opportunities
  • Effectively communicate with both internal and external clients
  • Consistently provide accurate and timely documentation of daily activities and results
  • Maintain accountability, reliability and dependability when performing all assigned job duties
  • Participate in training sessions required by the State and Cognosante

The successful candidate will also be expected to:

  • Pass a background check as required for certification
  • Successfully complete mandatory training and certification requirements in allotted timeframe
  • Be available to work flexible/nontraditional hours, such as early mornings and evenings
  • Employee is expected to undertake any additional duties as they are assigned by their Supervisor

Minimum Qualifications

  • Possess an Associates’ degree from an accepted and accredited college or university, or the equivalent of 1 year of customer service experience or experience in a healthcare field and knowledge of Medicaid and managed care programs
  • Ability to demonstrate proficiency in computer literacy, use of relevant computer applications such as MS Office, and use of other types of office technology
  • Fluent in English and Spanish

Additional Qualifications

  • Basic knowledge of healthcare and/or Medicaid programs
  • Ability to pass language fluency proficiency exam
  • Strong communication skills
  • Excellent attendance record
  • Aptitude for learning and utilizing various software tools as needed
  • Advanced PC skills

Requisition ID: R0001323