Customer Service Representative – Healthcare

About the role

Maximus is seeking Customer Service Representatives (CSRs) to assist consumers who need help maneuvering through complex healthcare plans. This position helps some of the most vulnerable members of the community understand and access complex healthcare benefits. Maximus provides paid, comprehensive training that equips CSRs with the highest levels of knowledge and professionalism.

Responsibilities

• Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters)
• Uses computerized system for tracking, information gathering, and/or troubleshooting
• Provides feedback when needed, provide 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 able to speak and read English clearly, professionally and fluently
• 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 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 your Tier I training for this role
• May be required to work overtime and scheduled holidays
• Working on-site at our office location is a key requirement for this position. Being physically present at the worksite is essential for effective collaboration, communication, and supervision. Applicants must be able to perform their duties on-site and meet attendance requirements. 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, based on specified program criteria and at the company's discretion

Pay

• Starting Pay: $15.00/hr. plus potential bonus opportunities
• 10% shift differential

Schedule

• Limited-Service Full-Time positions available
• Site Hours: Monday - Friday, 9 a.m. - 6 p.m.
• The targeted start date, hours, and schedule are discussed with recruiter

Benefits

• Company-paid medical coverage
• Tuition Reimbursement: Support for ongoing education and development
• 401(k) with company match
• Paid time off, sick leave, and 11 paid holidays
• Employee Assistance Program (EAP), wellness resources, and employee discount programs
• Flexible schedules that meet your lifestyle
• A supportive environment with development and promotional opportunities
• No cold calls, sales, or collections involved