Customer Service Representative - Marion, IN

Description & Requirements

Maximus is seeking Customer Service Representative - Eligibility Specialists (ES) to join our team in Marion, IN.

This role will be responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF) programs, recipients, and other members of the community.

Our CSRs will assist customers by answering queries, handling complaints and troubleshooting problems professionally, ensuring effective resolution and customer satisfaction.

Additionally, during calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system.

This position will ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.

Position Details & Benefits Package:

• Class Start Date: October 3, 2024

• Location: Onsite - Marion, IN

• Work Hours: 8:00 AM - 4:30 PM, Mon-Fri

• Base rate $18.00/hr.

• Quarterly Bonus opportunity

• 401K with company match

• Paid time off and paid holidays

• Medical, Dental and Vision benefits

• Employee Assistance Program (EAP)

• Employee Wellness and Discount Programs

• Career development and promotional opportunities

Essential Duties and Responsibilities:

- Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.

- Validate and calculate income, assess eligibility, and manage case referrals.

- Engage regularly with program participants on a daily basis.

- Potentially educate clients on fundamental program services and eligibility prerequisites.

- Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.

- Fulfill additional responsibilities as delegated by Management.

-Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift to answer questions regarding the Medicaid, SNAP, and TANF programs.

- Apply State and/or federal eligibility rules for applicant/recipient information assessment.

- Verifies applicant/recipient data through system interfaces.

- Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.

- Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously.

- Educates callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.

- Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships.

- Verifies and enters applicant/recipient data into the State's eligibility system and prepares cases for disposit...