Outreach Counselor - Midland and surrounding counties

Maximus is looking for an Outreach Counselor to support the Midland, TX area and surrounding counties. This position provides effective customer services via telephone and in person to clients and community members regarding the selection, enrollment, and eligibility requirements for various Texas Health and Social Services Programs.

About the role

As an Outreach Counselor, you will utilize excellent in-depth knowledge of enrollment requirements, program information, and policies. You'll also identify, develop, and build relationships with community, state, and faith-based organizations to enhance our presence in the community. Bilingual Spanish skills are preferred for this role, but not required. This position requires local travel, and preference will be given to applicants who reside within reasonable commutable distance of the area served.

Responsibilities

• Respond to complex customer, consumer, or stakeholder inquiries via telephone, email, in-person interactions, or system-based workflows, providing accurate and unbiased information regarding eligibility, enrollment, managed care, waiver programs, and supported services.
• Conduct intake activities and facilitate eligibility determination processes for applicants, including providing assistance from initial identification through enrollment or termination from the process.
• Present and explain program concepts, including waiver programs, managed care options, and participant rights and responsibilities.
• Assist consumers with application submission, data entry, and investigation of Medicaid eligibility as needed.
• Support consumers in selecting appropriate service options or coordinators while ensuring consumer choice and control are maintained.
• 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 to complete assigned tasks.
• Research case history, compare documentation (including income or eligibility materials), and perform detailed analysis to verify accuracy and compliance.
• Conduct outbound contact, as needed, 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.
• Meet established productivity, quality, and performance standards as defined by program requirements.
• Maintain confidentiality and security of protected health and personal information in accordance with policy and contractual obligations.
• Perform other related duties as assigned by management.
• Conduct outreach, including phone calls, home visits, and community presentations in the field (50% of the time).
• Solely responsible for a specific geographic area and related tasks for that area. 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 recipients to encourage recipient action.
• Present managed care options to recipients and assist them in using their health care and dental plans and community resources as needed.
• Identify, develop, build, and maintain positive relationships with county staff, state agencies, and community/faith-based groups to enhance presence in the community.
• Retrieve, research, and analyze data from multiple databases to answer client concerns and complete direct data entry into designated internal automated systems in accordance with project policies and procedures.
• Identify issues, problem-solve, and escalate unresolved issues and 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.
• Multitask in several computer applications at once while holding a conversation with a client.
• 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 deal with clients face-to-face.
• Willingness to work a flexible schedule including weekends and evenings.
• Assist other Outreach Counselors and team members with management and completion of daily duties to ensure compliance with contract standards and requirements.
• May be required to wear personal protective equipment (PPE) when having in-person client interactions for precautionary measures.
• Provide customer service inbound support via telephone when needed to assist the call center department.
• Perform other duties as may be assigned by management.

Requirements

• High school diploma or GED required and 1+ years of relevant professional experience, or equivalent combination of education and experience.
• Bilingual fluency in Spanish preferred.
• 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; knowledge of Excel required.
• Ability to work with customers in a caring and respectful manner, with due understanding of and consideration for 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, as well as independently.
• Must be able to remain in a stationary position for an extended period of time.
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
• Work is often performed conducting home visits, presentations, and partly in an office environment.
• Reliable transportation with proper insurance and a Texas Driver’s License that meets the State of Texas requirements.
• Medicaid knowledge preferred.

Benefits

• Competitive compensation with quarterly bonuses based on performance.
• 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.
• Holistic wellness support through the Employee Assistance Program (EAP).
• Recognition platform to acknowledge outstanding employee contributions.
• Tuition reimbursement for ongoing education and development.
• Employee perks and discounts.

Pay

Minimum Salary: $20.19 per hour

Maximum Salary: $23.00 per hour