CSR II Operations (Remote- hiring in the following locations only: AZ, ID, NM, NV, TX, UT, VA & WY) - Maximus

Do you have 1 year Customer Service experience with at least 6 months in a call center environment? Do you want to make a difference and provide support to Veterans? Do you reside in the following States: AZ, ID, NM, NV, TX, UT, VA & WY?

Maximus is looking for Remote CSR II that will help Veterans by assisting them with scheduling Community Care Network (CCN) appointments, collecting their scheduling preferences and assisting with other general questions related to the scheduling of their appointment(s).

Essential Duties and Responsibilities:

- Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries.

- Customer service is the primary function.

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

Protect the health care privacy of patients by strictly following HIPAA regulations.

• Understand and follow procedures and processes of the Veterans Affairs (VA) program and perform all tasks in a courteous and professional manner.

• Utilize scripts and all program resources to respond to caller inquiries.

• Work in a variety of systems to perform required tasks.

• Manage prioritized tasks in a time-sensitive environment.

• Initiate outbound calls to medical providers and Veterans to provide and update information in their profile records.

• Research systems to find missing information; coordinate with other departments to resolve issues.

• Receive calls from Veterans with a variety of questions.

• Consistently meet program productivity and performance metrics.

• Perform other tasks as assigned by leadership.

Must have a high school diploma or G.E.D.

• Must have (1) one year of experience working in a customer service environment. ( a minimum of 6 months experience should be in a call center environment)

• Must be proficient with a computer including Microsoft Office, the Internet, and other systems.

• Must be proficient in spoken and written English.

• Experience working in a healthcare environment a plus.

• Experience with medical terms (including the interpretation and use of ICD and CPT codes a plus.

• College-level course work in the healthcare or equivalent field a plus.

Maximus/Client will provide equipment; however; the following office requirements must be met:

Home Office Requirement:

Must have A quiet, private room with a door, that is free from distractions and conducive to acceptable performance of job duties.

Internet connectivity

All remote workers must have access to the internet via their internet service provider (ISP) by purchasing or maintaining a service that provides a minimum internet speed download of 50 Mbps internet connectivity, and 10 Mbps minimum upload speed.

Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems. Connectivity to the internet via Cat5 or 6 ethernet patch cable to the home router is required.

Hard-wired Ethernet

Please note that client provides 3-6ft ethernet cables. If the router is located further than 6 feet from the workstation, the agent will need to procure a CAT5 or 6 ethernet cable long enough to reach the router. This must be procured prior to training start.

Working Phone Number

Staff working remotely are required to have a working phone number capable of making/receiving calls and making/receiving text messages. The phone service cannot be solely dependent on an internet connection to place calls or send text messages. This requirement ensures that staff is able to communicate with their supervisor during internet or power outages. Staff is required to maintain active service through the course of this assignment.

Minimum Requirements

Minimum Requirements:
- High School diploma or equivalent with 6 months of customer service experience.

- May have additional training or education in area of specialization.

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're 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.