Job Description
Job Description
We are seeking an HRA Call Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.
About the Role:
The HRA Call Center Agent plays a critical role in supporting individuals seeking assistance through health and social service programs. This position is responsible for providing accurate information, resolving inquiries, and guiding callers through application processes with empathy and professionalism. The agent serves as a primary point of contact, ensuring that clients receive timely and clear communication regarding their benefits and services. Success in this role contributes directly to the accessibility and effectiveness of health and social assistance programs, improving client satisfaction and outcomes. The agent must balance efficiency with compassion, maintaining compliance with regulatory standards while addressing diverse client needs.
Minimum Qualifications:
- High school diploma or equivalent.
- Proven experience in a customer service or call center environment.
- Basic computer proficiency, including data entry and use of call center software.
- Ability to handle sensitive information confidentially and comply with privacy regulations.
Preferred Qualifications:
- Experience working within health care or social assistance sectors.
- Familiarity with Human Resources Administration (HRA) programs and services.
- Bilingual abilities, particularly in Spanish or other commonly spoken languages in the community.
- Training or certification in customer service or call center operations.
- Knowledge of relevant state and federal health and social service regulations.
Responsibilities:
- Respond promptly and professionally to inbound calls from clients seeking information about health and social assistance programs.
- Assist callers in understanding eligibility requirements, application procedures, and program benefits.
- Document all client interactions accurately in the call center database to ensure proper follow-up and record-keeping.
- Identify and escalate complex cases to appropriate supervisors or specialized departments as needed.
- Maintain up-to-date knowledge of program policies, procedures, and relevant regulations to provide accurate guidance.