Customer Service Representative (Remote - Rochester, NY)

About the role

Maximus is currently seeking Customer Service Representatives to join their New York State of Health (NYSOH) team. This role involves answering calls from consumers, processing applications, and facilitating translations. The position requires 10 days of onsite training in Rochester, NY, followed by remote work.

Responsibilities

• Answer incoming calls from consumers including the general public, prospective enrollees, and people assisting enrollees or acting on their behalf.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Process new applications for health care coverage via telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Meet Quality Assurance (QA) and other key performance metrics.
• Adhere to established safety standards.
• Be able to remain in a stationary position for an extended period of time.
• Occasionally lift, carry, or otherwise move items weighing up to 25 pounds.
• Work in an office environment.
• Perform other duties as assigned by management.

Requirements

• A high school diploma or GED.
• At least 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.
• The ability to perform comfortably in a fast-paced work environment.
• The ability to successfully execute many complex tasks simultaneously.
• The ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets is preferred.