Description & Requirements
Maximus is hiring for the Statewide Call Center Customer Service Representative. The CSR is responsible for answering all callers’ general inquires related to Medicaid, Child Health Plus and the Marketplace.
Please note this job posting is for upcoming classes in Albany, NY, Rochester, NY and New York, NY. This position requires 3 weeks of onsite training, after successful completion of training there is the opportunity to work remotely. Training is a total of 6 weeks.

• Answer incoming calls from consumers in accordance with all performance standards, policy and procedures, and protocols.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Facilitate the fulfillment of consumer requests for materials via mail, email, or download.
• Respond to all inquiries consistent with confidentiality and privacy policies and refers caller to alternate sources when appropriate.
• Track and document all inquiries using the applicable systems.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Process referrals and other transactions from the client for completeness and accuracy.
• Verify client identification by following standard operation procedures.
• Distribute cards, protective sleeves and card carriers.
• Raise issues of concern and/or problems to Supervisor.
• Meet all standards established for this position as outlined in the performance criteria.
• Perform other duties as may be assigned by Supervisor.
• 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.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of consumer requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and 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.
• Work is constantly performed in an office environment.
• Performs other duties as assigned by management