Hearings Customer Service Representative

Description & Requirements

Maximus is currently hiring for Hearings Customer Service Representatives to join our EAOS team.

This is a remote opportunity.

The Customer Service Representative will manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information.

The CSR is responsible for following procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s).

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.

telephone, emails, web chats, or written letters).

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.
- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

- Manages outbound calls related to the facilitation of the Hearings as well as fielding the inbound Hearings-related calls.

- Documents all relevant topics discussed during the Hearing, as well as, all Inbound or Outbound Calls, within the system of record.

- Interfaces with CMS Federal Hearing Officers, MAXIMUS Advanced Hearing Consultants, and the Appellants/ARs to confer on notable points for capture in the system of record.

- Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s).

- Navigate to the appropriate pre-scripted responses to provide general and claims specific information and understand when to escalate issues.

- Accurately update database systems, such as but not limited to Word, Excel, CRM.

- May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails.

- Assist other team members in maintaining and collecting sensitive case documents.

- Aid team members with case file maintenance, including filing, retention, and labeling.

- Track and escalate case issues, as needed.

- Review and research escalated case issues and respond in a timely manner Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

- Effectively transfer misdirected customer requests to an appropriate party Participate in activities designed to improve customer satisfaction and business performance.

- Meet Quality Assurance, production requirements, and other key performance metrics.

- Listen attentively to customer needs and concerns; demonstrate empathy Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

Minimum Requirements

- High School dip...