Statewide Call Center Customer Service Representative (Remote - Albany, NY)

Description & Requirements

Maximus is currently hiring for Statewide Call Center Customer Service Representatives to join our New York State of Health (NYSOH) team. This opportunity requires 5 days of onsite training in Albany, NY with opportunity to work remotely after successful completion of the 5 days onsite. Candidates must reside within 100 miles of Albany, NY.

The Statewide Call Center (SWCC) Customer Service Representative (CSR) is responsible for answering all callers' general inquires related to NYSOH health insurance programs including Medicaid, Child Health Plus, Essential Plan, and Qualified Health Plans.

Why Maximus?

Competitive Compensation - Annual 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 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:

Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements.

Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.

Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems.

Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness.

Navigate multiple computer systems while interacting with customers and perform data entry accurately.

Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.

Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.

Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.

Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.

Facilitate translation or interpretation services for non English speaking customers according to procedures.

Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.

Meet Quality Assurance (QA), productivity, and other key performance metrics.

Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures.

Perform other related duties as assigned by management.

Minimum Requirements

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Residency within 100 miles of Albany, NY.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service preferred.

Home Office Requirements

Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).

Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.

Must currently and permanently reside in the Continental US.

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 [email protected].