Customer Service Representative (Remote in Rochester, NY) - Maximus Services, LLC

Every day, Customer Service Representative s (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representative s care for each caller with the highest levels of knowledge and professionalis m.

Please note this job posting is for upcoming classes in Rochester, NY. This position requires 10 days of onsite training. After successful completion of training, there is the opportunity to work remotely. Training is a total of 6 weeks.

Pay and Benefits:

• Base rate $19.75/hr
• Quarterly Bonus opportunity up to 5% of your quarterly earnings
• $500+ in referral incentives
• 401K with company match
• Paid accrued time off and 10 paid holidays
• Medical, Dental and Vision benefits
• Employee Assistance Program (EAP)
• Employee Wellness and Discount Programs
• A variety of weekday and weekend shifts that meet lifestyle and family goals
• A supportive environment with peers who share your passion for improving people's lives
• Career development and promotional opportunities
• No cold calling, sales, or collection calls

Essential Duties and Responsibilities:

- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.

- Respond effectively to all forms of inbound and outbound contacts.

- Track and document all inquiries using the applicable systems.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

Facilitate the fulfillment of caller requests for materials via mail, email, or download.

- Facilitate translation services for non-English speaking callers according to procedures.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility d eterminations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary
• Respond to all inquiries consistent with confidentialit y and privacy policies and refers callers to alternate sources when appropriate.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Responsible for adhering to established safety standards.
• Must be able to remain in a stationary position for an extended period of time
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

Minimum Requirements

Minimum Requirements:
- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.

• Strong data entry and telephone skills.
• Excellent o rganizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks s imultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service preferred.

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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.

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. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.