Sr Research Customer Service Representative (Hybrid Remote - PA)

Description & Requirements

Maximus is currently hiring for Sr Research Customer Service Representatives to support the Pennsylvania Independent Enrollment Broker (PA IEB) program.

This role is a hybrid remote opportunity requiring travel to our office in Harrisburg, PA one week per month.

As a Sr Research Customer Service Representative, 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.

This role calls for a mindset centered on continuous learning and growth, as the role is dynamic and layered.

Success in this position depends on an understanding that every process has context & every interaction matters.

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

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.

- Residency in Pennsylvania is required.

- Experience with grievance & complaint handling highly desired.

- Experience in case management preferred.

- Experience in QA/QC, data entry and/or document processing preferred.

- Exceptional communication skills

- Proficient computer skills.

- Elevated analytical/comprehension skills.

- Strong commitment to customer satisfaction.

- Dedication to cont...