Customer Service Representative, Bilingual Spanish

Every day, Bilingual Customer Service Representatives (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Please note this job posting is for upcoming classes in Rochester, NY. This position requires_ 6 weeks of onsite training_. After successful completion of training, there is the opportunity to workremotely.

Pay and Benefits:

• Employee Assistance Program (EAP)
• $500+ in referral incentives
• Bilingual base rate $20.25/hr
• No cold calling, sales, or collection calls
• A variety of weekday and weekend shifts that meet lifestyle and family goals
• Quarterly Bonus opportunity up to 5% of your quarterly earnings
• Paid accrued time off and 10 paid holidays
• A supportive environment with peers who share your passion for improving people’s lives
• Employee Wellness and Discount Programs
• 401K with company match
• $1,500 Retention Bonus (New Hires only, eligible after 120 days of successful employment)
• Medical, Dental and Vision benefits
• Career development and promotional opportunities

Responsibilities:

• Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary
• Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Must be able to remain in a stationary position for an extended period of time
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Responsible for adhering to established safety standards.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds
• 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.
• Facilitate translation services for non-English speaking callers according to procedures.
• Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Track and document all inquiries using the applicable systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.

Education and Qualifications:

• Ability to work within established turnaround times
• Previous experience with computers, phone systems, and headsets preferred
• High School Diploma or equivalent
• Must have excellent interpersonal skills and the ability to organize simultaneous tasks
• Must be able to speak and read Spanish and English fluently
• Ability to work as a member of a team
• 0 – 1 years of experience, previous experience in customer service preferred

Job Type: Full-time

Pay: $20.25 per hour

Benefits:

• 401(k)
• Vision insurance
• Health insurance
• Dental insurance

Work setting:

• In-person

Work Location: In person