Bilingual Customer Service Representative I - Spanish/English - Staten Island, NY

Essential Duties and Responsibilities:
- Coordinate and process intake referrals received via incoming calls, voicemail, email, or other designated channels.
- Respond to inquiries, provide general program information, and refer clients or providers to appropriate agencies or resources in accordance with established guidelines.
- Perform initial eligibility screening for services using defined criteria and procedures.
- Review and screen applications and supporting documentation for completeness and accuracy.
- Enter, update, and maintain application, intake, and case information in applicable databases and systems.
- Research, verify, and document information by accessing approved internal or external systems, including government agency systems as applicable.
- Contact customers or providers to obtain missing or incomplete information related to applications or documentation.
- Coordinate with internal staff or field resources, including site visit personnel, to collect and verify required information or results.
- Assist customers in accessing services aligning with specific program objectives including educational and vocational training, medical support, childcare, transportation, mental health services, legal aid and related needs
- Determine urgency and sensitivity of incoming matters and route or escalate appropriately.
- Support outreach and engagement activities by assisting customers through defined phases of the application, enrollment, or service process.

- Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients
- Assist Call Center Operations and other departments as determined by project management to meet business needs
- Regular member of a processing unit within the Outreach department: EEU, Data Entry, and Manual Notices
- Conduct shadowing / training activities with new hires
- Works in assigned special projects
- Maintain Certified Application Counselor CAC active certification
- Conduct Certified Application Counselor (CAC) tasks in select counties
- 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 for this position

- Perform other duties as assigned by Management

Minimum Requirements

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

- Ability to speak, read, and write in English and Spanish fluently

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

- Experience working with MS office applications (Excel, PowerPoint & Word)

Preferred Requirements
- Intermediate to advanced proficiency with MS office applications (Outlook, Excel, PowerPoint & Word)
- 2+ years of experience in customer service or related position

- Experience with New York Medicaid

EEO Statement

Maximus is an equal opportuni...