Customer Service Representative SWCC (Remote in Albany, NY )

Description & Requirements

Maximus is hiring for the Statewide Call Center Customer Service Representative.

The CSR is responsible for answering all callers' general inquires related to Medicaid, Child Health Plus and the Marketplace.

Please note this job posting is for upcoming class in Albany, NY.

This position requires 3 weeks of onsite training, after successful completion of training there is the opportunity to work remotely.

Training is a total of 6 weeks.

Why Join Maximus?

- Base rate is $20.00/hr.

- $200 in referral incentives

- 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.

- Tuition Reimbursement: Invest in your ongoing education and development.

- Employee Perks and Discounts: Additional benefits and discounts exclusively for employees.

- Maximus Wellness Program and Resources: Access a range of wellness programs and resources tailored to your needs.

- Professional Development Opportunities: Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

- Answer incoming calls from consumers in accordance with all performance standards, policy and procedures, and protocols.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Respond to all inquiries consistent with confidentiality and privacy policies and refers caller to alternate sources when appropriate.
- Track and document all inquiries using the applicable systems.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Process referrals and other transactions from the client for completeness and accuracy.

- Meet Quality Assurance (QA) and other key performance metrics.

- Facilitate the fulfillment of consumer requests for materials via mail, email, or download.

- Facilitate translation services for non-English speaking callers according to procedures.

- Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.

- Responsible for adhering to established safety standards.

- Must be able to remain in a stationary position for an extended period of time.

- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.

- Work is constantly performed in an office environment.

- Performs other duties as assigned by management.

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