Client Service Rep Call Center
MAXIMUS - Albany, NY

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Responds a nd makes a best effort to resolve a ll callers' inquires a nd needs, including those concerning programs such a s Medicaid, Child Health Plus, a nd Family Health Plus.

A ssists customers including prospective enrollees a nd people a ssisting enrollees or a cting on their behalf, via the phone, mail, web, or in person in a ccordance with a ll Department a nd MAXIMUS performance standards, policy a nd procedures, a nd protocols.

Provides information a nd direction to callers regarding mail-in a nd telephone renewals, the Premium A ssistance a nd FHP Buy-In Programs, a nd other programs a s a pplicable.

Facilitates the fulfillment of caller requests for documents via mail, fax, email, or download.

Responds to a ll inquiries consistent with confidentiality a nd privacy policies a nd refers callers to a lternate sources when a ppropriate.

A ccesses, reads, a nd interprets data elements on a ll a pplicable MAXIMUS a nd state systems provides support, resolves inquires, a nd educates callers.

Escalates calls or issues to the Call Center Lead for resolution a s needed.

Enters a ppropriate data a nd information into the a pplicable a utomated systems for processing renewals a nd uses every call a s a n opportunity to provide education, support, a nd confirms a ccuracy of customer information in MAXe a nd state systems.

Facilitates translation services for non-English speaking callers a ccording to procedures.

A ttends meetings a nd trainings, a s requested a nd maintains up-to-date knowledge of a ll programs a nd systems.

Handle escalated calls or issues when a ppropriate.

Performs other duties a s a ssigned by management.

Project Overview:
The New York State Department of Health has contracted with MAXIMUS to support the development a nd operations of a centralized statewide Enrollment to process a pplications a nd renewals for a portion of those eligible for New York State’s public health insurance programs. The Enrollment Center a ugments the role of the local Departments of social services by providing a dditional capacity for the processing of enrollment a nd renewals, a mong other responsibilities. This particular position will primarily be working with the state's Family Planning Benefit Program, which is for women a nd men of childbearing a ge who need family planning services. A pplicants must meet program guidelines to qualify.

The Ideal Candidate will Possess the Following A dditional Education a nd Experience:

High School diploma, GED, or equivalent certification

Previous experience in customer service, preferably in a Call Center, human services, health care or service-related field

Understanding of the needs a nd problems of disadvantaged populations

Need the a bility to interpret a nd follow policy a nd procedure guidelines

Need to be computer literate with strong data entry a nd telephone skills

Need the a bility to successfully execute many complex tasks simultaneously

Experience with quality monitoring in a customer service environment

Must have excellent organizational, interpersonal,written, a nd verbal communication skills

A background in eligibility determination or a related field a nd bilingual capabilities is preferred

MAXIMUS (NYSE: MMS) is a leading health a nd human services a dministrator for governments in the United States, United Kingdom, Canada a nd A ustralia. We deliver a dministrative solutions to improve the cost effectiveness, efficiency a nd quality of government-sponsored benefit programs a cross the globe. Operating under our founding mission of Helping Government Serve the People ®, we have more than 7,000 employees located in more than 220 offices worldwide. MAXIMUS is a n A ffirmative A ction a nd Equal Opportunity employer.

Education Required: High School Diploma or GED

Education Preferred: A ssociates a nd/or Bachelors degree from a n a ccredited college or university

Technical Skills / Knowledge Preferred: Proficiency in Microsoft Office (Word a nd Excel) a nd bilingual capabilities

Subject Matter Expertise/Experience Required: 0 - 2 years of related experience

Subject Matter Expertise/Experience Preferred: Experience working with culturally/linguistically diverse a nd disadvantaged populations in a courteous a nd effective manner

Personal/Soft Skills: Customer service, organizational, interpersonal written a nd verbal communications skills, a bility to interact courteously a nd effectively with a variety of people, a bility to perform comfortably in a fast-paced, deadline-oriented work environment, a bility to work a s a team member, a ttentional to detail, a s well a s independently a nd a bility to work under standards-based performance measures

Duties / Responsibilities:
1. Provide info to customers in a courteous, polite a nd professional manner

2. Perform a ccurately a ll data entry

3. A ssist customers in problem resolution

4. Receive a nd respond to telephone calls

5. A nswer questions of a general nature a nd direct incoming calls

6. Initiate follow-up calls to customers

7. Maintain confidentiality a nd security of information

8. Must be a ble to take direction from a ppointed Mentor/SME for training purposes or when immediate supervisor is not a vailable

9. Operate multi-line phone system, a nswer incoming telephone calls a nd perform other clerical duties proficiently a nd professionally

10. Respond to needs, questions a nd concerns of internal a nd external customers

11. Comply with current a nd updated policy a nd procedures

12. Perform other duties a s may be a ssigned by management

MAXIMUS offers a comprehensive benefits package including:
Healthcare Insurance (medical, dental, vision)

Short a nd Long Term Disability Insurance

Life/ A ccident Insurance

Flexible Spending A ccounts (FSA)

401(k) Retirement Plan with company match

Our benefit program a lso includes paid holidays, PTO, tuition reimbursement, a nd supplemental insurance (pet ins., a uto ins., legal plan, long-term care ins, a nd credit union).

MAXIMUS - 24 months ago - save job
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MAXIMUS (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and...