Customer Service Rep III - Call Center

 

Job Introduction:

Maximus is looking for a Remote CSR III to support our Cover VA project in the state of Virginia. The MAXIMUS Enrollment Center provides information for Virginia Medicaid and CHIP clients about managed care plans allowing them to make informed choices about their Medicaid benefits.

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This is a remote/work from home position:

Training and work hours will be Eastern Time Zone

• Must be flexible to work an 8 hour shift between the hours of 8am-7pm ET Monday-Friday
• Training Schedule will be 8-4:30 EST M-F for a period of 4 weeks. (You will need to attend the entire 4 weeks of training without absences)

Job Description Summary:

MAXIMUS Cover VA Contact Center provides health care services through established networks of organized systems of care, which emphasize customer service and eligibility determination. The MAXIMUS Enrollment Center provides information for Virginia Medicaid and CHIP clients about managed care plans allowing them to make informed choices about their Medicaid benefits.

Job Summary:

Essential Duties and Responsibilities:

• Provide callers with informed and objective responses to complex concerns in regards to eligibility guidelines and policies, access to care issues, and escalated concerns.

• Respond effectively to all forms of inbound and outbound contacts.
• Process workflow documents, which include, income, identity, and other eligibility verification documents.
• Accept new knowledge to policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.

Minimum Requirements:

• High School diploma or equivalent with 1-3 years of experience.

Education and Experience Requirements:

EDUCATION/EXPERIENCE: High school diploma, GED, or equivalent certification; other combinations of education and experience will be considered. Background in health care, human services, or customer service. Experience in data entry and call centers. Experience working with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner. Excellent organizational, interpersonal, written, and verbal communication skills. Ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously.

Essential Duties and Responsibilities/Minimum Requirements:

• Provide callers with informed and objective responses to complex concerns regarding eligibility guidelines and policies, access to care issues, and escalated concerns.
• Process workflow documents, which include, income, identity, and other eligibility verification documents.
• Accept new knowledge to policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.
• High School diploma with 1-3 years of experience.

Home Office Requirements:

• Hardwired internet (ethernet) connection
• Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
• Private work area and adequate power source
• Video calls may be requested on occasion. Proper background and attire is required
• All equipment will be provided by Maximus (laptop and headset)

MAXIMUS Introduction: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. EEO Statement: 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. Posted Max: USD $17.67/Hr. Posted Min: USD $17.67/Hr.

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