Call Center Representative

Nature and Variety of Work Come join our team!

Prince George's County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services.

Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.

We are Prince George's Proud!

The Prince George's County Department of Health is currently seeking qualified applicants to fill a Call Center Representative (General Clerk 3), grade A10 in the Non-Emergency Medical Transportation Program division.

About the Position This is a moderate level clerical work position responsible for answering client calls, scheduling appointments, coordinating non-emergency transport, and obtaining required documentation for medical assistance recipients.

About the Agency The Prince George's County Health Department's (PGCHD) vision is that all Prince Georgians are their healthiest at every age and every stage.

Their mission is to lead, engage, and empower our community to work collaboratively towards disease prevention, health equity, and total well-being.

The PGCHD works to protect and support the public's health through numerous services that range from restaurant inspections and disease tracking to care coordination and health promotion.

The department is composed of four divisions: Behavioral Health Services, Environmental Health and Disease Control, Family Health Services, and Health and Wellness, supported by the Office of Administration, Office of Human Resources and the Office of the Health Officer.

The mandate of the department has been, and will remain, broad.

This plan emphasizes improving core functions and operations, including protecting the public from health threats, implementing strategies to support healthy living, and maintaining a focus on vulnerable populations, while developing efficient internal processes to support these activities.

Examples of Work * Ensures availability to answer client calls as documented on Avaya CMS Supervisor Reports.

* Screens clients who call to schedule transportation to physicians' offices, hospitals, clinics, and other medical facilities.

* Schedules trips accurately and according to policy/procedures.

* Communicates with clients courteously and in accordance with SOP MATP FY2018, Customer Service Communications Standards.

* Responds to nursing home requests within 24 business hours.

* Verifies eligibility of each client through State EVS system prior to scheduling appointments and documents in Trapeze.

* Verifies client appointments with medical facility and documents in Trapeze Trip Note according to SOPs.

* Enters pick-up times consistent with policy/mode of transportation if local-45 minutes prior to appointment for ambulatory clients and 60 minutes prior to appointment for clients traveling by wheelchair or ambulance.

* Appropriate scheduling for trips in Baltimore and Washington, D.C.

* Enters accurate and complete addresses for client residences and medical facilities.

* Selects accurate vendors based on the mode of transportation.

Qualifications * Must have experience at the General Clerk II level equal to the length of the probationary period.

or * High school diploma or G.E.D.

certificate.

* Six (6) months of varied clerical experience.

Any equivalent combination of relevant training, education and experience may also be considered.

Preferred Qualification * 2 - 5 years of experience in a call center, customer service, assessing and determining eligibility for Medicaid recipients and linking them to other resources in the community.

* 1-2 years of experience working with Maryland Medical Assistance Transportation Program or jobs scheduling medical appointments or transports.

EACH APPLICATION MUST INCLUDE INFORMATION THAT CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.

Additional Information Job Location: 1801 McCormick Drive Ste 280 Largo, MD Conditions of Employment: Upon selection, the candidate must: * Meet all training and performance standards and demonstrate proficiency as required by the agency.

* Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable.

* May be required to successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable * Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies.

Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED Eligibility to Work:Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S.

citizens and lawfully authorized alien workers.

Applicants who are selected for employment will be required to provide and verify authorization to work in the United States without sponsorship.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed.

For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at or visit their website atdhs.gov/E-Verify.

INTERNAL APPLICANTS:If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice.

Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.

Prince George's County Government is an Equal Opportunity/Affirmative Action Employer Committedto Diversity and Inclusion in the Workplace