Customer Service Representative

Customer Service Representative

Maximus is currently looking for a Customer Service Representative to join our growing team. This position is responsible for providing face-to-face and telephonic enrollment and outreach services to New York Medicaid recipients. In this position you will maintain an active Certified Application Counselor (CAC) certification and assist with special projects, administrative tasks, and new hire training. This position is Onsite and works in an LDSS / HRA office located in Brooklyn, NY.

Why Maximus?

Work / Life Balance Support - Flexibility tailored to your needs!

Competitive Compensation - Bonuses based on performance included!

Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

Tuition Reimbursement - Invest in your ongoing education and development.

Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

Professional Development Opportunities : Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities :

• Foster strong customer relationships, monitoring their engagement and progress.
• Collaborate regularly with customers to attain program goals and sustain eligibility for services.
• Conduct workshops and deliver various training services to customers.
• Demonstrate substantial program knowledge, assisting customers through multiple phases of the application process, from enrollment to benefit allocation.
• Aid customers in accessing services aligning with program objectives, including educational / vocational training, medical support, childcare, transportation, mental health services, legal aid, and related needs.
• Follow up with customers to ensure their needs are met and address any queries or concerns.
• Collaborate with team members, providing expertise and assistance in resolving participant issues.
• Maintain accurate and timely case notes for all customer interactions and document related activities.
• Share updates on outreach and engagement efforts with project staff.
• Report identified barriers hindering customer engagement with the Provider to project staff.
• Interface and maintain professional and positive relationships with HRA / LDSS county staff and clients.
• Conduct appointments to assist CYES Program eligible consumers complete their Medicaid application.
• Assist Call Center Operations and other departments as determined by project management to meet business needs.
• Regular member of a processing unit within the Outreach department : EEU, Data Entry, and Manual Notices.
• Conduct shadowing / training activities with new hires.
• Works in assigned special projects.
• Maintain Certified Application Counselor CAC active certification.
• Conduct Certified Application Counselor (CAC) tasks in select counties.
• Maintain updated knowledge of the New York Medicaid Choice Project.
• Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.
• Perform other duties as assigned by Management.

Minimum Requirements :

Experience working with MS office applications (Excel, PowerPoint & Word) Preferred Requirements :

EEO Statement : Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations : Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews-please contact People Operations at applicantaccommodations@maximus.com.

Minimum Salary : $19.00 Maximum Salary : $21.00 Salary Unit : Hourly