Client Support Specialist

2 weeks ago

Lawrenceville, Virginia, United States MAXIMUS Full time

Position Overview:
The Client Support Specialist is tasked with addressing inquiries from individual consumers regarding the Marketplace. This includes providing general information and assisting families in navigating the application process for healthcare coverage.


Job Type:
This position is temporary, anticipated to last approximately 4 months, with potential for permanent employment.

Work Environment:
This is a Bring Your Own Device role; equipment will not be supplied.

Key Responsibilities:
  • Handle incoming calls from consumers, including the general public and prospective enrollees, while adhering to performance standards and confidentiality policies.
  • Effectively respond to all inbound and outbound communications.
  • Document inquiries accurately using designated systems.
  • Refer consumers to appropriate resources based on established guidelines.

Assist callers with requests for materials via mail, email, or download.


  • Provide translation services for non-English speaking callers as per procedures.
  • Escalate calls or issues to designated staff for resolution when necessary.
  • Participate in meetings and training sessions as required, maintaining current knowledge of all programs and systems.
  • Process new applications for healthcare coverage through various channels, including telephone, mail, and web.
  • Manage life event changes, demographic updates, disenrollment requests, and special enrollment periods.
  • Ensure all inquiries are handled in accordance with confidentiality policies and refer callers to alternative sources when appropriate.
  • Make outbound calls to applicants to gather necessary information.
  • Review documents submitted by applicants and process them according to guidelines.
  • Meet Quality Assurance (QA) and other performance metrics.
  • Adhere to established safety standards.
  • Maintain a stationary position for extended periods.
  • Occasionally lift and move items weighing up to 25 pounds.
  • Work consistently in an office environment.
  • Perform additional duties as assigned by management.
Minimum Qualifications:
  • High school diploma or GED required, along with 6+ months of relevant experience, or an equivalent combination of education and experience.
  • Strong data entry and telephone skills.
  • Excellent organizational, interpersonal, written, and verbal communication abilities.
  • Ability to thrive in a fast-paced work environment.
  • Capability to manage multiple complex tasks simultaneously.
  • Ability to work effectively both as a team member and independently.
  • Previous experience with computers, phone systems, and headsets is preferred.
  • Experience in customer service and call center environments is advantageous.
  • Bilingual Spanish is a plus.
Technical Requirements:
  • Must possess a personal computer with Windows 10 or higher.
  • Home internet speed of 25+ Mbps download and 15+ Mbps upload, hardwired connection required.
  • PC Processor: Intel i5, AMD Ryzen 5, or superior.
  • PC Memory: 8 GB RAM or more.
  • Hard Drive Storage: 256 GB SSD or more.
  • USB headset with wired microphone.
  • Webcam.
  • Smartphone: Android or Apple with a working camera and capability to install necessary applications.
EEO Statement:

Maximus values the unique skills and experiences of active military service members, veterans, and their families. We are committed to providing a diverse workforce and equal employment opportunities to all qualified applicants.

Compensation:

Compensation is based on various factors, including job location, education, training, experience, and internal pay alignment. Annual salary is one component of Maximus's total compensation package, which may include additional incentives and benefits.

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