Customer Service Representative - Bilingual Spanish, Healthcare

Location: On-site in El Paso, TX

About the role

Maximus is hiring Bilingual (English/Spanish) Customer Service Representatives (CSRs) who are ready to provide excellent service and support to individuals navigating important healthcare decisions. In this role, you’ll be part of a team that supports some of the most vulnerable communities in America as they access and understand healthcare programs. To prepare for this role, Maximus provides paid, comprehensive training to give you the tools and confidence to succeed from day one.

Responsibilities

• Provides customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters).
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Provides feedback when needed, including input on call trends, processes, procedures, and training.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Provide timely responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses.
• Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy and HIPAA rules.
• Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
• Assist caller(s) with filling out online applications and submitting electronically to plan provider for processing.
• Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller.
• Refer calls as required to CSR Lead.
• Maintain up-to-date knowledge of client regulations and policies.
• Report problems that occur via the online system so they can be addressed by the appropriate parties.

Requirements

• High School diploma or equivalent with 6 months of customer service experience.
• Must be fluent in English and Spanish.
• 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.
• Regular and predictable attendance is required.
• Must participate and certify in internal CCO training to begin this role.
• Medicare roles will be expected to participate in and certify in internal Tier I Claims Part A, Claims Part B, and Claims DME training at a later date to complete Tier I training for this role.
• May be required to work overtime and scheduled holidays.
• Must work on-site at our office location; remote or at-home work options are not available for this role until completion of at least one year of employment with above-average performance.

Pay

Hourly Base Pay: $16.91 plus 10% shift differential for any hours worked between 7 p.m. and 8 p.m. Potential to earn additional bonus incentives for eligible employees.

Schedule

• Limited-Service Full-Time schedules available.
• Site Hours: Monday - Sunday, 8 a.m. - 8 p.m.; targeted start date, hours, and schedule are discussed with recruiter.
• Evening shifts are in high demand.

Benefits

• Comprehensive Insurance Coverage: Company-paid medical coverage.
• Tuition Reimbursement: Invest in your ongoing education and development.
• 401(k) with company match.
• Paid Time Off Package: Paid time off, sick leave, and 11 paid holidays.
• Maximus Wellness Support: Employee Assistance Program (EAP), wellness resources, and employee discount programs.
• Work/Life Balance Support: Flexible schedules that meet your lifestyle.
• Career Growth: A supportive environment with career development and promotional opportunities.
• Meaningful Work with Impact: No cold calls, sales, or collections involved.