Spanish Bilingual Limited Service Customer Service Representative

Maximus is seeking Spanish Bilingual Limited Service Customer Service Representatives to assist Virginia residents with Medicaid, SNAP, and TANF eligibility assistance. In this fully remote role, you will be the first point of contact for individuals seeking to understand and determine their eligibility for these vital social services.

Responsibilities:

• Provide callers with informed and objective responses to complex concerns in regards to eligibility guidelines and policies, access to care issues, and escalated concerns
• Respond effectively to all forms of inbound and outbound contacts
• Process workflow documents, which include, income, identity, and other eligibility verification documents
• Accept new knowledge to policy and procedures concerning state programs and integrate it with resource materials to answer client concerns
• Guide applicants through the Medicaid, SNAP, and TANF application processes
• Provide clear and accurate information about program eligibility criteria
• Ensure excellent customer service by addressing client concerns with patience and professionalism
• Document interactions notate applications, and work across multiple systems to process eligibility
• Maintain a high standard of confidentiality

Requirements:

• High school diploma or GED required and 1+ years 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 read, write, and speak in English and Spanish
• Ability to work independently in a remote environment required
• Strong communication skills, both verbal and written required
• Must be willing and able to accept a limited-service position
• Must be willing and able to attend training for 6 weeks on camera with no absences from 8:00am-4:30pm EST, Monday-Friday
• Must be willing and able to work a full-time shift during the hours of operation (8:00am-7:30pm EST Monday-Friday, 9:00am-12:00pm EST Saturday)
• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
• Must currently and permanently reside in the Continental US
• High volume Call Center experience highly preferred
• Familiarity with Medicaid, SNAP, or TANF or other government healthcare programs preferred
• Strong computer skills, including the ability to navigate and work in multiple systems including but not limited to Call Center Software programs, Microsoft office and other CRM tools highly preferred
• High level of empathy, especially when interacting with individuals in vulnerable situations preferred
• Strong computer skills, including the ability to navigate and work in multiple systems efficiently highly preferred
• Residency in Eastern (EST) or Central (CST) time zones preferred