Hearings Customer Service Representative

Description & Requirements

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

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).

This is a remote opportunity.

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

-...