Sr Research CSR - Hybrid Remote in PA

Description & Requirements

We are seeking dedicated, detailed oriented, and resourceful Sr CSRs to join our team, which specializes in managing and resolving high level applications.

The ideal candidate should be self driven, have exceptional communication skills, know how to navigate a computer, elevated analytical/comprehension skills, and a strong commitment to customer satisfaction.

As a Sr CSR, you will be reporting outcomes to management, educating callers on their application status, and recording all follow-up actions.

In this hybrid role, you'll handle phone inquiries, voicemails, and support box tasks, while also providing in-office assistance to applicants.

Your ability to manage and resolve applicant complaints efficiently will ensure their satisfaction throughout the process.

Residency in PA is required and you would be required to be onsite in Harrisburg, PA for one week every month.

Essential Duties and Responsibilities:
- Manage all paperwork on elevated cases through the enrollment process, including contact with physicians as needed.
- Support the Research and Support Coordinators with paperwork routing.
- Ensure timely determination of daily assignments of elevated cases.
- Utilize systems such as HCSIS, SAMS and Access databases.
- Report outcomes on an ongoing basis.
- Educate clients via phone and email to support initiatives.
- Record all follow-up on the tracking spreadsheet and the applicant's record in Harmony.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

- Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
- May respond to email inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated or unresolved calls from less experienced representatives.
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Understands implications of work and makes recommendations for solutions.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

We're proud of our connections to organizations dedicated to serving veterans and their families.

If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard ...