Counselor Customer Service
MAXIMUS - Atlanta, GA

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Responds to incoming customer calls a nd a ssists enrollees in selecting a CCN a nd indicating a PCP preference, request a change in PCP, responds to requests for general information a bout a ccessing services in the Louisiana GNOCHC, CCN, or a lternative Medicaid managed care programs; discusses problems, resolves issues, a nd documents complaints.

Processes enrollment, disenrollment, a nd other member inquiries.

Educates members on managed care, 90 day choice period, continuous enrollment materials, a nd a nnual enrollment.

Maintains updated knowledge of a ll Louisiana GNOCHC, CCN, or a lternative

Medicaid managed care program information, a nd policies a nd procedures a nd program changes.

Remains courteous, helpful, a nd sensitive to consumer needs a t a ll times.

Remains unbiased a nd maintains consumer confidentiality.

Raises issues of concern a nd/or problems to the a ttention of a Call Center Lead or Call Center Supervisor.

Conducts research a nd follows up on problematic cases a s needed.

Performs other duties a s may be a ssigned by management.

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

A ssociate’s degree or relevant years of experience preferred

Two years of human services a nd or customer service experience a nd knowledge of the community to be served desirable

Proficiency a nd understanding of personal computing sufficient to work effectively with the reports a nd a utomation a ssociated with the Louisiana Enrollment Broker project

A bility to deal effectively with enrollees a nd potential enrollees

A bility to interact courteously a nd effectively with culturally diverse populations; strong organizational, written a nd verbal communication skills

A bility to perform comfortably in a fast-paced, deadline-oriented work environment

A bility to successfully execute many complex tasks simultaneously

A bility to work a s a team member, a s well a s independently; bi-lingual capabilities a plus.

Training in Medicaid managed care, the Louisiana Department of Health a nd Hospitals, Louisiana Medicaid a nd LaCHIP, a nd the individual managed care programs desired.

This training will be provided a s needed.

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: Bilingual capabilities preferred

Subject Matter Expertise/Experience Required : 0 - 2 years of related job 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: Organizational, interpersonal, written, verbal a nd communication skills, a bility to perform comfortably in a fast-paced, deadline-oriented work environment, a bility to successfully execute many tasks simultaneously, 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. Respond to inquiries related to various customer service a ctivities

2. Participate a s necessary in specialized projects, work groups a nd committees a imed a t evaluating project needs, improving services, a nd implementing new service strategies

3. Ensure work a rea is secure of confidential materials, organized, a nd fully stocked of a ppropriate paperwork a t the beginning a nd end of each shift

4. Initiate outbound calls a nd respond to incoming customer calls in order to a ssist internal a nd external clients

5. Maintain a ccurate case records for the participant, both hard copy a nd in computer information systems

6. Submit reports a s directed by management

7. 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).

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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...