Customer Service Representative (Remote - Rochester, NY)

Maximus is hiring Customer Service Representatives for the New York State of Health (NYSOH) team. This role requires 5 days of onsite training in Rochester, NY, with the opportunity to work remotely afterward. Candidates must reside within 100 miles of Rochester, NY.

About the role

Customer Service Representatives (CSRs) at Maximus serve vulnerable communities by assisting New Yorkers with complex healthcare plans. The role involves delivering thoughtful, transparent, and integrity-driven customer care. Maximus provides paid, comprehensive training to ensure high levels of knowledge and professionalism.

Responsibilities

• Answer incoming calls from consumers, including the general public, prospective enrollees, and individuals assisting enrollees, while adhering to performance standards, policies, and confidentiality requirements.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document inquiries using applicable systems.
• Transfer or refer consumers to appropriate entities based on established guidelines.
• Facilitate fulfillment of caller requests for materials via mail, email, or download.
• Provide translation services for non-English speaking callers as needed.
• Escalate calls or issues to designated staff for resolution.
• Attend meetings and trainings to maintain up-to-date knowledge of programs and systems.
• Process new applications for healthcare coverage, including tax household setup, income verification, eligibility determinations, and enrollment into health plans.
• Handle life event changes, demographic updates, disenrollment requests, and special enrollment periods.
• Respond to inquiries while maintaining confidentiality and privacy policies.
• Meet Quality Assurance (QA) and other key performance metrics.
• Adhere to established safety standards.
• Remain in a stationary position for extended periods and occasionally lift items up to 25 pounds.
• Perform other duties as assigned by management.

Requirements

• High school diploma or GED required, plus 6+ months of relevant professional experience (or equivalent combination of education and experience).
• Residency within 100 miles of Rochester, NY.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to work comfortably in a fast-paced environment and manage multiple complex tasks simultaneously.
• Ability to work both independently and as part of a team.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous customer service experience preferred.

Home Office Requirements

• Internet speed of 20mbps or higher (test at www.speedtest.net).
• Internet connectivity via Wi-Fi or Category 5/6 ethernet cable to a home router.
• Must permanently reside in the Continental U.S.

Benefits

• Competitive compensation with quarterly performance-based bonuses.
• Comprehensive insurance coverage, including Medical, Dental, Vision, Prescription, and partially funded HSA.
• Life insurance and discounts on Auto, Home, Renter’s, and Pet insurance.
• 401K Retirement Savings plan with company matching.
• Paid Time Off (PTO), holidays, and sick leave, plus Short and Long Term Disability coverage.
• Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Employee recognition platform for outstanding contributions.
• Tuition reimbursement for ongoing education and development.
• Employee perks and discounts.
• Maximus Wellness Program and tailored resources.
• Professional development opportunities, including training programs, workshops, and conferences.

Pay

$20.00 per hour.