[Hiring] Bilingual Spanish Statewide Call Center Customer Service Representative @Maximus

Role Description

Maximus is currently hiring for Bilingual Spanish Statewide Call Center Customer Service Representatives to join our New York State of Health (NYSOH) team. This is a remote opportunity requiring residency within 100 miles of New York, NY.

The Statewide Call Center (SWCC) Customer Service Representative (CSR) is responsible for answering all callers' general inquiries related to NYSOH health insurance programs including:

• Medicaid
• Child Health Plus
• Essential Plan
• Qualified Health Plans

Qualifications

• High school diploma or GED required
• 0-6 months of relevant professional experience required, or equivalent combination of education and experience
• Must be fluent in English and specified secondary language
• Must be able to speak, read and translate in Spanish and English fluently
• Residency within 100 miles of New York, NY
• Strong data entry and telephone skills
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced work environment
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently
• Previous experience with computers, phone systems, and headsets preferred
• Previous experience in customer service preferred

Requirements

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness
• Navigate multiple computer systems while interacting with customers and perform data entry accurately
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed
• Facilitate translation or interpretation services for non-English speaking customers according to procedures
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery
• Meet Quality Assurance (QA), productivity, and other key performance metrics
• Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures
• Perform other related duties as assigned by management
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate
• Responsible for adhering to established safety standards
• Must 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

Benefits

• 💰 Competitive Compensation - Annual bonuses based on performance included!
• 🛡️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA
• 🌟 Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching
• 🏝️ Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short and Long Term Disability coverage
• 🌱 Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP)
• 🏆 Recognition Platform - Acknowledge and appreciate outstanding employee contributions
• 📚 Tuition Reimbursement - Invest in your ongoing education and development
• 🎁 Employee Perks and Discounts - Additional benefits and discounts exclusively for employees
• 🌟 Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs
• 📚 Professional Development Opportunities - Participate in training programs, workshops, and conferences

Company Description

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.