Call Center QA Coordinator - Bilingual Mandarin (Remote in New York City) - Maximus Services, LLC

Job Introduction

Maximus currently has an exciting opportunity for Bilingual (Mandarin) Call Center Quality Assurance Coordinators to support the New York Independent Assessor Program (NYIAP). This position will provide support to the NYIAP in New York City. Candidates must speak, read and write in both Mandarin and English.

This position is fully remote and can be located in the Tri-State area: New York, Connecticut, or New Jersey

Maximus has partnered with the New York State Department of Health to establish the New York Independent Assessor Program (NYIAP) for New York State Medicaid consumers who want to receive personal care services or community-based long-term services and supports. NYIAP Nurse Assessors conduct conflict-free assessments of these individuals using the Community Health Assessment tool to determine whether they qualify for these services. Independent Practitioners-physicians, nurse practitioners, and physician assistants-conduct clinical appointments to determine if the individual is medically stable to receive services in the community. The information collected from the assessment and clinical appointment is used by local Departments of Social Services, Medicaid Managed Care Organizations, and Managed Long Term Care plans to develop the individual's plan of care and make determinations regarding the services the individual may receive.

Education and Experience Requirements

Primary Responsibilities:

• Quality-check consumer notices
• Conduct call monitoring for quality assurance purposes
• Ensure notices contain language regarding Fair Hearings when applicable
• Participate in the development of project goals and objectives, and monitor achievement of those goals
• Participate in project training activities for the purpose of achieving or maintaining quality assurance goals
• Escalate issues to management
• Ensure reports are accurate and all standards are being met
• Utilize MAXeb and other system applications to create reports on an ad-hoc basis

Minimum Qualifications:

• High School diploma or equivalent
• 2+ years experience in Customer Service
• Strong analytical skills; detail and solution oriented
• Ability to work independently
• Must read, write, and speak Mandarin in addition to English

Preferred Qualifications:

• 6 months of Quality Analyst experience
• Prior experience working in a contact center

Home Office Requirements:

• Maximus provides company-issued computer equipments
• Reliable high-speed internet service (you can test this by going to www.speedtest.net )
  • Minimum 25 Mpbs download speeds
  • Minimum 5 Mpbs upload speeds

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MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com .

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We are proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

Posted Max

USD $23.00/Hr.

Posted Min

USD $20.00/Hr.