Bilingual Customer Service Representative

3 weeks ago

Long Island City, United States MAXIMUS Full time

Job Summary:

Bilingual Customer Service Representative - Queens, NY (English/Spanish)

Maximus is seeking a Bilingual Customer Service Representative to join our team in Queens, NY. This role is responsible for providing face-to-face and telephonic enrollment and outreach services to New York Medicaid recipients.

Key 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.

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.
  • Experience working with MS office applications (Excel, PowerPoint & Word).
  • Bilingual in English and Spanish.

Home Office Requirements:

  • Candidates must have their own laptop/computer equipment with Windows 10 Operating System or above.
  • Reliable high-speed internet service.
  • Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity.
  • Minimum 5 Mpbs upload speeds

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