Customer Service Representative (Remote in Albany, NY)

Every day, Customer Service Representatives (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 that ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Please note this job posting is for upcoming classes in Albany, 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 $20.00/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 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 by all performance standards, policies 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 telephone including building tax household, household income, eligibility determinations, 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.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.

• 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 time.
• Occasionally lift, carry, or otherwise move items weighing up to 25 pounds.
• Work is constantly performed in an office environment
• Perform other duties as assigned by management.

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Minimum Requirements

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– 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.[1] Youtube Video

Customer Service Representative (Remote in Albany, NY)

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