Outreach Counselor - Denton County

Maximus is seeking an Outreach Counselor to support Denton County and surrounding areas. This role provides customer service via telephone and in-person interactions, assisting clients and community members with selection, enrollment, and eligibility for Texas Health and Social Services Programs.

Responsibilities

• Respond to complex inquiries via telephone, email, in-person interactions, or system-based workflows, providing accurate information about eligibility, enrollment, managed care, waiver programs, and supported services.
• Conduct intake activities and facilitate eligibility determination processes, assisting applicants from initial identification through enrollment or termination.
• Present and explain program concepts, including waiver programs, managed care options, and participant rights and responsibilities.
• Assist consumers with application submission, data entry, and Medicaid eligibility investigations.
• Support consumers in selecting appropriate service options or coordinators while maintaining consumer choice and control.
• Manage and resolve complex or escalated enrollment, eligibility, complaint, or customer service cases in accordance with established procedures.
• Serve as a subject matter expert for internal escalations and special projects, utilizing specialized data sources, tools, and processes.
• Research case history, compare documentation (including income or eligibility materials), and perform detailed analysis to verify accuracy and compliance.
• Conduct outbound contact to obtain corrections, clarification, or supporting documentation required to resolve cases.
• Interface with internal teams, health plans, community partners, advocates, agencies, providers, and other stakeholders to coordinate resolution and support consumer needs.
• Foster and maintain effective working relationships with parties serving shared consumers, including physicians, assistance offices, providers, and care facilities.
• Identify stalled or problematic cases, provide additional attention or intervention, and escalate issues appropriately to ensure timely resolution.
• Track and document customer interactions, research activities, escalations, and outcomes in applicable systems.
• Anticipate recurring issues or trends and communicate findings to management for resolution or process improvement.
• Participate in special projects or initiatives as directed by supervisors or project leadership.
• Conduct outreach, including phone calls, home visits, and community presentations (50% of the time).
• Serve as the sole responsible representative for a specific geographic area and related tasks.
• Travel independently using proper safety precautions.
• Conduct one-on-one and group outreach presentations to recipients and community members within a specific territory or initiative.
• Present program education and enrollment options to encourage recipient action.
• Assist recipients in using their health care and dental plans and community resources.
• Identify, develop, build, and maintain positive relationships with county staff, state agencies, and community/faith-based groups to enhance community presence.
• Retrieve, research, and analyze data from multiple databases to address client concerns and complete direct data entry into designated systems.
• Identify issues, problem-solve, and escalate unresolved concerns to management immediately and regularly.
• Establish and maintain knowledge of the community and participate in community events, health fairs, and other activities as needed.
• Multi-task across several computer applications while engaging with clients.
• Document activity in automated systems and report outcomes on a daily/weekly basis.
• Ensure confidentiality of client information.
• Use customer service skills to adapt to situations and interact with clients face-to-face.
• Work a flexible schedule, including weekends and evenings.
• Assist other Outreach Counselors and team members with daily duties to ensure compliance with contract standards.
• Wear personal protective equipment (PPE) during in-person client interactions when required for precautionary measures.
• Provide inbound telephone customer service support to assist the EB Call Center department as needed.
• Perform other duties as assigned by management.

Requirements

• High school diploma or GED required; 1+ years of relevant professional experience, or equivalent combination of education and experience.
• Bilingual fluency in Spanish or Vietnamese preferred but not required.
• Required to travel within the assigned region.
• DSHS Community Health Worker certification preferred.
• One year of human services experience or experience dealing with the public.
• Proficient in Microsoft Office products, with knowledge of Excel required.
• Ability to work with customers in a caring and respectful manner, considering their unique circumstances.
• Excellent organizational, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work as a team member and independently.
• Must be able to remain in a stationary position for extended periods and occasionally lift, carry, or move items weighing up to 25 pounds.
• Work is performed in various environments, including home visits, presentations, and office settings.
• Reliable transportation with proper insurance and a Texas Driver’s License that meets State of Texas requirements.
• Medicaid knowledge preferred.

Benefits

• Competitive compensation with quarterly performance-based bonuses.
• Comprehensive insurance coverage, including Medical, Dental, Vision, Prescription, and partially funded HSA.
• Life insurance benefits 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.
• Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Recognition platform for outstanding employee contributions.
• Tuition reimbursement for ongoing education and development.
• Employee perks and discounts.

Pay

Minimum Salary: $20.00 per hour
Maximum Salary: $23.00 per hour