Customer Service Representative - Rochester, NY

Essential Duties and Responsibilities:

- Foster strong customer relationships, monitoring their engagement and progress.

- Collaborate regularly with customers to attain program goals and sustain eligibility for services.

- Conduct workshops and deliver various training services to customers.

- Demonstrate substantial program knowledge, assisting customers through multiple phases of the application process, from enrollment to benefit allocation.

- Aid customers in accessing services aligning with program objectives, including educational/vocational training, medical support, childcare, transportation, mental health services, legal aid, and related needs.

- Follow up with customers to ensure their needs are met and address any queries or concerns.

- Collaborate with team members, providing expertise and assistance in resolving participant issues.

- Maintain accurate and timely case notes for all customer interactions and document related activities.

- Share updates on outreach and engagement efforts with project staff.

- Report identified barriers hindering customer engagement with the Provider to project staff.

- Conduct face-to-face and telephonic outreach and enrollment services, including education on managed care options and public health programs to clients at LDSS/HRA offices
- Assist clients with the enrollment/transfer/disenrollment process
- Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients
- Conduct appointments to assist CYES Program eligible consumers to complete their Medicaid application
- Assist Call Center Operations and other departments as determined by project management to meet business needs
- Assist processing units within the Outreach department as determined by project management to meet business needs
- Maintain updated knowledge of the New York Medicaid Choice Project
- Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template
- Perform other duties as assigned by project management to meet business needs

Minimum Requirements

- High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.

- Prior work experience in customer service, data entry and or data processing

- Computer literacy with proficiency in Microsoft Office (Excel, PowerPoint, Word)

Preferred Requirements

- Experience with the Medicaid program or within a HIPAA-regulated environment

- Bilingual fluency in English and Spanish (able to read, write and speak both languages fluently)

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EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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