Statewide Call Center Customer Service Representative (Remote - Rochester, NY)

Maximus is hiring Statewide Call Center Customer Service Representatives to support the New York State of Health team. The role answers customer inquiries about health insurance programs, provides accurate information, documents interactions, completes transactions, and resolves or escalates issues through approved communication channels.

Responsibilities:

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements
• 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
• Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
• T rack and document all inquiries using the applicable systems
• Responsible for adhering to established safety standards
• 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
• Performs other duties as assigned by management

Requirements:

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience
• Strong data entry and telephone skills
• Excellent o rganizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced work environment
• Ability to successfully execute many complex tasks s imultaneously
• 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