Customer Service Representative (Remote For Pa Residents Only)

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

This position is fully remote, but open only to current PA residents. It is preferred that the selected candidates live within the Harrisburg, PA.

This supports the Pennsylvania Enrollmant Assistance Program.

This position starts on 4/10/24. Starting pay is $16.50 for monolingual CSRs and $17.50 for bilingual CSRs.

Essential Duties and 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.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to the established guidelines.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Responds to and properly documents all transactions and calls.
• Provides responses to questions and refers callers to alternate sources when

appropriate.

• Educates MA Consumers by providing information regarding physical and behavioral

health services and service providers under the Health Choices Program to assist with

voluntary choice and plan transfers. Maintains system and program knowledge of the

EAP and Health Choices Program by referencing the Maximus knowledge base system.

• Performs data entry as required.
• Participates in mail enrollment and outreach activities as required.
• Reports any issues, concerns, and problems to the Call Center Supervisor.
• Meets all metrics established for this position.
• Adheres to daily work schedule.
• Performs other duties as may be assigned by management.

Minimum Requirements

Minimum high school diploma or GED; previous experience in a Customer Service role, preferably in a call center environment; excellent organizational, written

and organizational skills; ability to rea and adhere to a client-approved script; ability to perform comfortably in a fast-paced, goal-oriented work environment; the ability to work as a team member as well as independently.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.