Customer Service Representative (Remote - Rochester, NY)

Maximus is currently hiring for Customer Service Representatives to join our New York State of Health (NYSOH) team. This role involves providing customer care to millions of New Yorkers navigating complex healthcare plans while ensuring thoughtful and transparent communication.

Responsibilities:

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies
• Respond effectively to all forms of inbound and outbound contacts
• Track and document all inquiries using the applicable systems
• Transfer/refer consumers to appropriate entities according to the established guidelines
• Facilitate the fulfillment of caller requests for materials via mail, email, or download
• Facilitate translation services for non-English speaking callers according to procedures
• Escalate calls or issues to the appropriate designated staff for resolution as needed
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems
• Process new applications for health care coverage via telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate
• Meet Quality Assurance (QA) and other key performance metrics
• 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
• Work is constantly performed in an office environment
• Perform other duties as assigned by management

Requirements:

• High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience
• Residency within 100 miles of Rochester, 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
• Internet speed of 20mbps 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
• Previous experience with computers, phone systems, and headsets preferred
• Previous experience in customer service preferred