Bilingual Customer Service Representative
4 weeks ago
Job Summary:
We are seeking a Bilingual Customer Service Representative to join our team at Maximus. As a Bilingual Customer Service Representative, you will be responsible for providing face-to-face and telephonic enrollment and outreach services to New York Medicaid recipients.
This is an onsite position that works in an LDSS/HRA office in New York City. You will be responsible for fostering strong customer relationships, monitoring their engagement and progress, and collaborating regularly with customers to attain program goals and sustain eligibility for services.
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.
- Must be fluent in Spanish and English.
- Prior work experience in customer service, data entry or data processing.
- Experience working with MS office applications (Excel, PowerPoint & Word).
- Computer/Laptop to complete remote training with Windows 10 or above and a working camera.
Home Office Requirements:
- Candidates must have their own cell phone.
- Reliable high-speed internet service.
- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity.
- Minimum 5 Mpbs upload speeds.
Compensation:
Hourly Base Pay Minimum for this Position: $19.00
Hourly Base Pay Maximum for this Position: $19.00
Minimum Salary: 19
Maximum Salary: 19
Salary Unit: Hourly
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