Outreach Counselor - Midland and surrounding counties

Essential Duties and Responsibilities:

- Interface with and refer complaints and/or inquiries to the appropriate departments, agencies, advocates, and/or client representatives.

- Maintain updated knowledge of managed care as it relates to client supported programs.

- Meet the established processing guidelines, protocols and contract requirements related to complaint processing and the handling of PHI/PII.

- Assist consumers in enrolling, disenrolling, and transferring into health plans, when appropriate.

- Perform other duties as may be assigned by the Complaint Unit Supervisor and/or Project Management.

- Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
- Must be fluent in English and specified secondary language.
- 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.

Program Specific Requirements:

- Bilingual fluency in Spanish preferred

- Required to travel within the region assigned

- High School diploma, GED, or equivalent certification

- DSHS Community Health Worker certification preferred.

- One year of human services experience or experience dealing with the public.

- Proficient in Microsoft Office products.

- Knowledge of Excel required.

- Ability to work with customers in a caring and respectful manner and with due understanding of and consideration for their unique circumstances.

- Excellent organizational, written, and verbal communication skills.

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

- Ability to work as a team member, as well as independently.

- 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 often performed conducting home visits, presentations, and part in an office environment.

- Reliable transportation with proper insurance and a Texas Driver's License that meets the State of Texas requirements.

- Medicaid knowledge preferred

EEO Statement

Maximus is an equal opportunity employer....