Outreach Administrator (Remote in Albany, NY)

Description & Requirements

The Outreach Administrator's responsibility is to review documents and systems based on returned mail and determine appropriate next steps.

Please note this job posting is for upcoming training classes in Albany, NY.

This position requires 10 days of onsite training.

After successful completion of training, there is the opportunity to work remotely.

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 supportive environment with peers who share your passion for improving people's lives



* Career development and promotional opportunities

Essential Duties and Responsibilities:
- Respond effectively to all forms of inbound and outbound contacts, provide responses to questions, and in specific instances, refer callers to the appropriate supervisor, county or state agency representatives for service and/or when problems or concerns occur.
- Investigate and resolve complex and escalated issues resulting from multiple channels.
- Process enrollment/dis-enrollment and other transaction as requested in accordance with production and quality goals and standard set for the position.
- Maintain updated knowledge of the program including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client.
- Maintain knowledge of contract compliance provisions.
- Identify issues and/or problems affecting the Central Operations teams and promptly reports to management.

• Access, read and interpret data on Maximus and State processing systems.

• Review documents and systems based on returned mail to identify a new mailing address, determine if an outbound call is necessary, and determine if a notice needs to be mailed.

• Conduct outbound calls to enrollees to update case information based on returned mail.

• Respond and make best effort to resolve all caller inquiries and needs in assigned cases.

• Track and document all inquiries using the applicable systems.

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

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

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

• Respond to all inquiries in a manner that is consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.

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

• Meet key performance metrics.

• Responsible for adhering to established safety standards.

• Performs other duties as may be assigned by management.

• Must be...