Customer Service Representative II - Albany, NY at Maximus in United States

Job description

• Maximus is seeking a Customer Service Representative II to join our team in Albany, NY. In this rewarding role, you will help New York Medicaid recipients navigate their healthcare options, access important services, and make informed decisions about their coverage.
• As a trusted resource for the community, you will provide both face-to-face and telephone support, guiding individuals through the enrollment process, explaining managed care plan options, and delivering compassionate, people-centered service. By delivering clear, compassionate communication, you will help ensure members have access to the information and support necessary to make informed healthcare decisions. Your ability to communicate will help ensure members receive the support and information they need to access quality healthcare.
• This is an excellent opportunity for individuals who enjoy helping others, building relationships, and making a meaningful impact in their community. Whether you are starting your customer service career or bringing prior experience, we provide the training and support needed to succeed, including maintaining your Certified Application Counselor (CAC) certification.

Responsibilities

• - Engage in outreach activities (phone calls, home visits, and community presentations) according to project protocols.
• - Deliver individual and group outreach presentations to recipients and community members.
• - Educate recipients about program offerings and enrollment options.
• - Introduce managed care choices to recipients and aid in navigating health care and dental plans.
• - Cultivate positive relationships with county staff, state agencies, community groups, and recipients.
• - Input data directly into specified internal automated systems following project policies.
• - Develop and sustain familiarity with the community, actively participating in local events, health fairs, and related activities as required.
• - Support fellow team members in managing and completing daily tasks.
• - Conduct face-to-face and/or virtual (telephonic) outreach and enrollment services, including education on managed care options and public health programs to clients at LDSS/HRA offices
• - Assist clients with the enrollment/transfer/disenrollment process
• - Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients
• - Assist Call Center Operations and other departments as determined by project management to meet business needs
• - Regular member of a processing unit within the Outreach department:
• EEU
• Data Entry
• Manual Notices
• - Conduct shadowing / training activities with new hires
• - Works in assigned special projects
• - Maintain Certified Application Counselor CAC active certification
• - Conduct Certified Application Counselor (CAC) tasks in select counties
• - Maintain updated knowledge of the New York Medicaid Choice Project
• - Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position
• - 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.
• - Prior work experience in customer service, data entry and/or data processing
• - Experience working with MS office applications (Excel, PowerPoint & Word)
• - Must be able and willing to travel and provide site coverage as needed
• - Some college or college degree
• - Experience with New York Medicaid
• - 2+ years of experience in customer service or related position
• - Follows established guidelines and directions while maintaining a proactive approach to meeting objectives and deadlines.
• - Effectively manages multiple tasks and priorities under pressure, ensuring high-quality outcomes in a fast-paced environment.

Skills

Required

• Customer service
• Data entry
• Data processing
• Communication
• Travel and site coverage

Preferred

• Some college or college degree
• Experience with New York Medicaid

Benefits

• 🔄 Work/Life Balance Support – Flexibility tailored to your needs!
• 💰 Competitive Compensation – Bonuses based on performance included!
• 🛡️ 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.
• Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
• $ 18.00
• Maximum Salary
• $ 20.50