Job Introduction:

Every day, Customer Service Representatives (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Please note this job posting is for upcoming classes in New York City. This position requires 5 days of onsite training. After successful completion of training, there is the opportunity to work remotely. Training is a total of 6 weeks.

Pay and Benefits:

• Base rate $21.25/hr
• $1,500 Retention Bonus (New Hires only, eligible after 120 days of successful employment)
• Quarterly Bonus opportunity up to 5% of your quarterly earnings
• $500+ in referral incentives
• 401K with company match
• Paid accrued time off and 10 paid holidays
• Medical, Dental and Vision benefits
• Employee Assistance Program (EAP)
• Employee Wellness and Discount Programs
• A variety of weekday and weekend shifts that meet lifestyle and family goals
• A supportive environment with peers who share your passion for improving people’s lives
• Career development and promotional opportunities
• No cold calling, sales, or collection calls

Education and Experience Requirements:

Responsibilities:

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Track and document all inquiries using the applicable systems.
• Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Responsible for adhering to established safety standards.
• Must be able to remain in a stationary position for an extended period of time
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

• High School Diploma or equivalent
• 0 – 1 years of experience, previous experience in customer service preferred
• Must be able to speak and read English fluently
  
  • Bilingual fluency in any of these languages is desirable: Spanish, Cantonese, Mandarin, Haitian Creole or Russian
• Ability to work within established turnaround times
• Must have excellent interpersonal skills and the ability to organize simultaneous tasks
• Ability to work as a member of a team
• Previous experience with computers, phone systems, and headsets preferred

#NYSOHpriority

MAXIMUS Introduction: EEO Statement: 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. Posted Max: USD $21.25/Hr. Posted Min: USD $21.25/Hr.