Sr Outreach CSR (North Dallas/Collin County)

Description & Requirements

Maximus is looking for a Sr Outreach CSR! This important position provides effective customer services via telephone and in person to clients and community members regarding the selection, enrollment, and eligibility requirements for various Texas Health and Social Services Programs by utilizing excellent, in-depth knowledge of enrollment requirements program information and policies.

Identifies, develops, and builds relationships with community, state, and faith-based organizations to enhance presence in the community.

Why Join Maximus?

- • Competitive Compensation - Quarterly bonuses based on performance included!

- • Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.

Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
- • Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
- • Paid Time Off Package - Enjoy PTO, Holidays, and sick leave,
- • Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
- • Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
- • Diversity, Equity, and Inclusion Initiatives - Join a workplace committed to fostering diversity and inclusion.
- • Tuition Reimbursement - Invest in your ongoing education and development.
- • Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

Essential Duties and Responsibilities:

- Interface with clients and refer complaints or inquiries to appropriate departments, agencies, advocates, or client representatives.

- Stay updated on managed care relevant to supported client programs.

- Adhere to processing guidelines, protocols, and contract requirements for complaint processing and handling PHI/PII.

- Assist consumers in health plan enrollment, disenrollment, and transfers when necessary.

- Fulfill assigned duties directed by the Complaint Unit Supervisor or Project Management.

- Meet performance standards outlined in the annual criteria and bonus template for the position.

- Address complex customer service inquiries and problems over the telephone, noting consistent issues for resolution.

- Potentially respond to email inquiries.

- Prioritize customer service as the primary function, handling non-routine calls requiring deviation from standard procedures.

- Manage situations needing adapted responses or extensive research based on customer needs.

- Utilize computerized systems for tracking, information gathering, and troubleshooting.

- Handle escalated or unresolved calls from less experienced representatives.

- Tackle moderately difficult assignments, exercising judgment in issue resolution and recommending solutions.

- Conducts outreach including phone calls, home visits, and community...