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Client Support Specialist

2 months ago

Lawrence Twp, United States MAXIMUS Full time


Overview

The Client Support Specialist is tasked with addressing inquiries from individual consumers in the Marketplace, providing assistance with health care coverage applications and general information.

Note: This position is temporary, expected to last approximately 4 months, with a potential transition to permanent employment.

Bring Your Own Device: Please be aware that equipment will not be supplied.

Key Responsibilities:

Handle incoming communications from consumers, including the general public and prospective enrollees, adhering to performance standards and confidentiality policies.

Effectively respond to various forms of inbound and outbound communications.

Document all inquiries accurately using the designated systems.

Refer consumers to the appropriate departments as per established protocols.

Assist in fulfilling requests for materials via mail, email, or digital download.

Provide translation services for non-English speaking consumers as required.

Escalate issues to designated personnel for resolution when necessary.

Participate in meetings and training sessions as required, maintaining current knowledge of all programs and systems.

- Process new applications for health care coverage through various channels, including phone, mail, and online, ensuring accurate tax household and income information is captured, and eligibility determinations are interpreted correctly.
- Manage life event changes, demographic updates, disenrollment requests, and special enrollment periods as needed.
- Address inquiries while maintaining confidentiality and privacy standards, directing callers to alternative resources when suitable.
- Facilitate translation services for non-English speaking consumers as needed.
- Conduct outbound calls to gather necessary information from applicants.
- Review and process documents submitted by applicants according to established guidelines.
- Attend meetings and training sessions as required, ensuring up-to-date knowledge of all relevant programs and systems.
- Meet Quality Assurance (QA) and other performance metrics.
- Adhere to established safety protocols.
- Ability to remain stationary for extended periods.
- Occasionally lift and carry items weighing up to 25 pounds.
- Work is primarily conducted in an office environment.

- Perform additional duties as assigned by management.

Minimum Qualifications

A high school diploma or GED is required, along with a minimum of 6 months of relevant professional experience, or an equivalent combination of education and experience.

- Proficient data entry and telephone skills;
- Strong organizational, interpersonal, written, and verbal communication abilities;
- Capability to thrive in a fast-paced work environment;
- Ability to manage multiple complex tasks simultaneously;
- Team-oriented, yet able to work independently;
- Previous experience with computer systems, phone technology, and headsets is preferred;
- Experience in customer service and call center environments is advantageous;
- Bilingual in Spanish is a plus.

Technical Requirements:

* Must possess a personal computer with Windows 10 or higher
* Home internet speed of at least 25 Mbps download and 15 Mbps upload, hardwired connection required
* PC Processor: Intel i5, AMD Ryzen 5, or superior
* PC Memory: Minimum 8 GB RAM
* PC Hard Drive Storage: Minimum 256 GB SSD
* USB Headset with wired microphone
* Webcam
* Smartphone: Android or Apple smartphone with camera and capability to install necessary applications for daily system access

EEO Statement

Maximus values the unique skills and experiences of active military service members, veterans, and their families. We are committed to providing a career path that allows you to continue making a difference. We are proud of our connections to organizations dedicated to serving veterans and their families. A diverse workforce is our most valuable asset. Maximus is an Affirmative Action/Equal Opportunity Employer, providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Pay Transparency

Compensation at Maximus is determined by various factors, including job location, education, training, experience, and expected quality and quantity of work. Annual salary is one component of Maximus's total compensation package, which may also include short- and long-term incentives and program-specific awards. Additionally, Maximus offers a range of employee benefits, including health insurance, life and disability insurance, retirement savings plans, paid holidays, and paid time off. Compensation ranges may vary based on contract value but will align with job responsibilities and relevant experience. An applicant's salary history will not influence compensation decisions. Maximus complies with all regulatory minimum wage rates and exempt salary thresholds.