[Hiring] Senior Client Support Representative @Maximus

Role Description

Are you a strong problem-solver who enjoys digging into complex issues and finding the right resolution? The Maximus SoonerCare Project is now accepting applications for Senior Client Support Representative – Client Support (Tier 2). In this role, you’ll take on advanced and escalated inquiries that require research, analysis, sound judgment, and collaboration across teams. You’ll play an important role in supporting customers, providers, stakeholders, and operational teams while helping identify trends, strengthen processes, and improve the overall quality and accuracy of service delivery.

This is Full-Time, Regular employment opportunity with the opportunity to work from home or onsite. To be eligible for this position, you must reside in or within 40 miles of Oklahoma City.

Qualifications

• High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.
• Must be able to pass all pre-employment screenings, including a background check.
• Must currently reside in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site).
• 1 year of Customer service experience required.
• Call Center service experience preferred.

Requirements

• Reliable, high-speed internet service.
• Minimum 40 Mbps download speeds.
• Must be a traditional, wired high-speed connection such as cable or fiber.
• Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible.
• Must be able to connect your computer directly to your modem or router via ethernet cable; WiFi connections are not allowed.
• Quiet and distraction-free workspace.

Benefits

• ⚖️ Work/Life Balance Support - Flexibility tailored to your needs!
• 💰 Competitive Compensation - Bonuses based on performance.
• 🛡️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• 🌟 Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• 🏝️ Paid Time Off Package - Enjoy PTO, Holidays, and extended 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.

Essential Duties and Responsibilities

• Respond effectively to inbound and outbound customer, provider, or stakeholder contacts via telephone, Interactive Voice Response (IVR), written correspondence, or system workflows.
• Provide accurate, unbiased information regarding eligibility, enrollment, services, and program requirements across multiple contract programs.
• Investigate, analyze, and resolve complex or escalated issues originating from multiple service channels, including contact center, operations, research, and interface processes.
• Research beneficiary or case history, interpret data from multiple systems, and report findings or recommendations to management as needed.
• Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and compliance standards.
• Access, read, and interpret customer, beneficiary, provider, and system data elements to support issue resolution.
• Maintain up to date knowledge of programs, policies, procedures, and contract compliance requirements and apply them accurately to case resolution.
• Serve as a liaison or support resource for internal teams, health plans, or external partners by researching inquiries and coordinating resolution efforts.
• Provide backup support to operational functions as needed, which may include contact center operations, forms processing, research, interface tracking, or mailroom support.
• Anticipate potential issues, identify trends or risks affecting operations or service delivery, and proactively escalate concerns to management.
• Provide feedback to leadership regarding staff performance, training needs, or process gaps.
• Recommend procedural, workflow, or process improvements to enhance accuracy, efficiency, and compliance.
• Review knowledge base content, reference materials, or system documentation and make recommendations for updates or improvements.
• Participate in special projects, audits, or initiatives as assigned.
• Support the development and delivery of training or knowledge sharing activities when needed.
• Establish and maintain effective working relationships with internal teams, supervisors, and external partners.
• Meet or exceed established productivity, quality assurance, and performance standards.
• Maintain confidentiality and security of customer, provider, and program information at all times.
• Perform other related duties as assigned by management.