Bilingual Customer Service Representative - Mandarin/Cantonese

Description & Requirements

Every day, Bilingual 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 which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Pay and Benefits:



* Base rate $21.25/hr
+ Trilingual base rate: $22.25


* Benefits programs, including medical, dental, vision, flexible spending accounts, and 401(k) plan


* Paid accrued time off and paid holidays


* A variety of weekday and weekend shifts available


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


* No cold calling, sales, or collection calls

Job Description

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.
- Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.

Transfer/refer consumers to appropriate entities according to the established guidelines.
- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
- 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 determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.


* Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary


* Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.


* Meet Quality Assurance (QA) an...