About the position
Cognosante is seeking a Bilingual Enrollment Assister-Outreach to join our Enrollment Assistance Program (EAP), which collaborates with the Centers for Medicare & Medicaid Services (CMS) to support outreach and enrollment for consumers affected by Medicaid or the Children's Health Insurance Program (CHIP) during the redetermination process. This position is crucial in ensuring continuity of coverage for Federally-facilitated Marketplace (FFM) consumers. The Bilingual Enrollment Assister will be trained and certified to conduct targeted outreach in population centers identified by CMS, educating consumers about eligibility determinations and facilitating their enrollment into qualified health plans. In this role, you will conduct education and enrollment activities by attending various enrollment events and health fairs, both in-person and virtually, to raise awareness about the FFM. You will also provide remote support through outbound and inbound calls, emails, and text messages, as well as setting up appointments for individuals and families. Your responsibilities will include assisting consumers with all aspects of the enrollment and renewal processes for Marketplace and Medicaid applications, ensuring compliance with project-identified, state, and federal regulations. The position requires a hybrid work structure, combining remote work with attendance at local community events. You will represent CMS and Cognosante professionally within the community, document daily activities accurately, and analyze consumer needs using strong interpersonal skills. Additional duties may be assigned by program leadership as necessary.
Responsibilities
- Conduct education and enrollment activities at enrollment events and health fairs, both in-person and virtually.
- Provide remote direct consumer outreach support through calls, emails, and text messages.
- Assist consumers with enrollment and renewal processes for Marketplace and Medicaid applications.
- Create and update consumer profiles and explain eligibility determinations.
- Facilitate plan comparisons and guide consumers through the enrollment process, including data input if necessary.
- Escalate or refer issues to other departments or state agencies as applicable.
- Ensure compliance with project-identified, state, and federal regulations, processes, policies, and procedures.
- Document daily activities and results accurately and timely.
- Analyze consumer needs using strong interpersonal skills and probing questions.
- Represent CMS and Cognosante in the local community in a professional manner.
Requirements
- High school diploma or GED.
- Minimum of 2 years of experience in customer service, call center, or related public-facing positions.
- Bilingual - ability to communicate in Spanish, both orally and in writing, and other languages such as Portuguese, French, Chinese, or Haitian Creole may be considered.
- Ability to maintain a distraction-free workspace with reliable high-speed internet (minimum 25 Mbps download and 3 Mbps upload speeds).
- Proficiency in computer literacy and relevant applications such as MS Office, MS Teams, and CRM tools.
- Strong written and oral communication skills.
- Ability to collect and analyze data from consumers.
- Ability to work independently and as part of a team.
- Possess a valid driver's license and access to reliable transportation.
Nice-to-haves
- Some college education preferred.
- Basic knowledge of healthcare and/or the Affordable Care Act.
- Call center experience.
- A commitment to great customer service with a People-First attitude.
- Flexibility to adapt to changing project requirements and priorities.
- A desire to assist vulnerable and underserved populations.
- Commitment to continuous learning and professional development.
Benefits
- Comprehensive and competitive pay.
- Work/life balance support.
- Employee retention and attraction programs.
