Customer Service Representative
4 weeks ago
Maximus is seeking Customer Service Representative - Eligibility Specialists (ES) to join our team in Jeffersonville, IN. This role will be responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF) programs, recipients, and other members of the community. Our CSRs will assist customers by answering queries, handling complaints and troubleshooting problems professionally, ensuring effective resolution and customer satisfaction.
Additionally, during calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system. This position will ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.
Position Details & Benefits Package: • Class Start Date: June 20, 2024 • Location: Onsite - Jeffersonville, IN • Work Hours: 8:00 AM - 4:30 PM, Mon-Fri • Base rate $18.00/hr. • Quarterly Bonus opportunity • 401K with company match • Paid time off and paid holidays • Medical, Dental and Vision benefits • Employee Assistance Program (EAP) • Employee Wellness and Discount Programs • Career development and promotional opportunities
Essential Duties and Responsibilities:
- Execute managed care enrollment tasks using the Welfare Management System (WMS).
- Review enrollment concerns through WMS, and other State Medicaid Data systems.
- Assess managed care issues within the State of Health framework and determine subsequent actions.
- Collaborate with local district, State Department Of Health and Enrollment Broker personnel to address managed care issues.
- Adhere to all standards specified for this role as outlined in the corresponding annual performance criteria and bonus template.
- Perform managed care enrollment activities on the Welfare Management System (WMS).
- Review enrollment issues using WMS, eMedNY and other State Medicaid Data systems.
- Evaluate State of Health managed care issues and make next step determinations.
- Interact with local district, SDOH, eMedNY and Enrollment Broker staff to resolve MC issues.
- Meets all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.
Minimum Requirements Minimum Requirements:
- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
Preferred Skills and Qualifications: - Proven customer support or Client Service Representative experience strongly preferred. - Ability to handle complex service inquiries via telephone. - Strong critical thinking and problem-solving skills. - Moderate difficulty assignments requiring judgment and issue resolution. - Understanding of work implications and ability to recommend solutions. - Accurate data entry (40 keystrokes/minute), strong interpersonal skills. - Positive relationship-building with customers and state eligibility consultants. - Attention to detail; excellent organizational, verbal, and written communication skills. - Comfortable in a fast-paced, deadline-oriented environment. - Capable of executing many complex tasks simultaneously. - Team player with the ability to work independently. - Ability to remain stationary for an extended period.Preferred Qualifications: - Some college or a college degree. - 2+ years of relevant professional experience.
#INEligibility #INCSR #INCallCenterOps #maxINElg4
EEO Statement Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Hourly Base Pay Minimum for this Position $ 18.00 Hourly Base Pay Maximum for this Position $ 18.00
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