Customer Service Representative II - Ballston Spa, NY

Position Details

Full-time, onsite position located in Ballston Spa, NY
Monday – Friday schedule, 8:00 AM – 5:00 PM
Comprehensive health and wellness benefits

Essential Duties and Responsibilities

• Engage in outreach activities (phone calls, home visits, and community presentations) according to project protocols.
• Deliver individual and group outreach presentations to recipients and community members.
• Educate recipients about program offerings and enrollment options.
• Introduce managed care choices to recipients and aid in navigating health care and dental plans.
• Cultivate positive relationships with county staff, state agencies, community groups, and recipients.
• Input data directly into specified internal automated systems following project policies.
• Develop and sustain familiarity with the community, actively participating in local events, health fairs, and related activities as required.
• Support fellow team members in managing and completing daily tasks.
• Conduct face-to-face and/or virtual (telephonic) outreach and enrollment services, including education on managed care options and public health programs to clients at LDSS/HRA offices.
• Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients.
• Aid in 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 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

• High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
• Prior work experience in customer service, data entry and/or data processing.
• Experience working with MS office applications (Excel, PowerPoint & Word).
• Must be able and willing to travel and provide site coverage as needed.

Preferred Requirements

• Some college or college degree.
• Experience with New York Medicaid.
• 2+ years of experience in customer service or related position.
• Follows established guidelines and directions while maintaining a proactive approach to meeting objectives and deadlines.
• Effectively manages multiple tasks and priorities under pressure, ensuring high-quality outcomes in a fast-paced environment.

Home Office Requirements

• Candidates must have their own laptop/computer equipment with Windows 11 Operating System or MacOS 13 Ventura or higher.
• Private and secure workspace.
• Reliable high-speed internet service.
• Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity.
• Minimum 5 Mpbs upload speeds.
• Maximus Required Computer Operating System Windows11 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5) or newer.
• For HP Users, Maximus requires removal of SMode.
• Maximus restricts smartphone and low performing computer platforms (such as chromebooks) from accessing Amazon WorkSpaces (AWS).

Pay Range

Minimum Salary: $ 18.00
Maximum Salary: $ 20.50