Client Services Agent

2 weeks ago

Crown Point, United States MAXIMUS Full time

Position Overview:
The Customer Service Representative - Eligibility Specialist (ES) plays a crucial role in managing a high volume of inbound communications related to Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) programs.

Key Responsibilities:
CSRs are tasked with addressing customer inquiries, resolving complaints, and troubleshooting issues with professionalism to ensure effective outcomes and client satisfaction.

During interactions, Customer Service Representatives are expected to process applications and perform case maintenance activities, including updates to cases within the State eligibility system.

Moreover, it is essential for a CSR to resolve all client service concerns promptly, adhering to established policies and procedures.

Position Details & Benefits:

  • Competitive base pay.
  • Opportunity for quarterly bonuses.
  • 401K plan with company matching.
  • Generous paid time off and holiday benefits.
  • Comprehensive medical, dental, and vision coverage.
  • Access to Employee Assistance Programs (EAP).
  • Wellness initiatives and discount programs.
  • Opportunities for career advancement and professional development.

Essential Duties:

  • Receive and evaluate applications, proactively communicating with clients to gather necessary information.
  • Assess eligibility by validating and calculating income, managing case referrals.
  • Engage with program participants regularly to ensure service continuity.
  • Educate clients on essential program services and eligibility criteria.
  • Collaborate with clients to set and achieve program goals, ensuring service continuity.
  • Handle a significant volume of inbound calls daily, providing assistance regarding Medicaid, SNAP, and TANF programs.
  • Apply relevant eligibility regulations for applicant assessments.
  • Verify applicant data through system interfaces.
  • Facilitate caller requests for eligibility information with a focus on resolution.
  • Document interactions and update cases while communicating with clients.
  • Provide education on program services and eligibility requirements, showcasing excellent communication skills.
  • Act as a liaison with clients to meet program objectives and maintain service eligibility.
  • Enter applicant data into the State's eligibility system and prepare cases for review.
  • Process cases and promptly address any missing information.
  • Meet quality assurance standards and performance metrics.
  • Identify and escalate potential risks to management.
  • Participate in meetings and training sessions to stay informed on updates.
  • Fulfill all performance requirements related to eligibility processes.
  • Perform additional tasks as assigned by management.

Minimum Qualifications:

  • High school diploma or GED required, with two years of relevant experience preferred.

Preferred Qualifications:

  • Some college education or a degree.
  • Over two years of relevant professional experience.

EEO Statement:
Maximus is an Affirmative Action/Equal Opportunity Employer, committed to providing equal employment opportunities to all qualified applicants.

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