Customer Service Representative - Evansville, IN
Company: Maximus Services, LLC
Location: Evansville
Posted on: May 6, 2024
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Job Description:
Description & Requirements
The Customer Service Representative - Eligibility Specialist (ES)
is responsible for receiving high volume, often back-to-ack,
inbound calls about Medicaid, Supplemental Nutrition Assistance
Program (SNAP) and Temporary Assistance for Needy Families (TANF)
programs. CSRs will assist customers by answer queries, handling
complaints and troubleshooting problems in a professional manner
ensuring effective resolution and customer satisfaction. During
calls, a Customer Service Rep is expected to also process
applications and complete case maintenance activities such as
changes to cases in the State eligibility system. Additionally, an
CSR should ensure all client service issues are resolved in a
timely manner and in accordance with stated policies and
procedures.
The Customer Service rep is responsible for taking inbound calls
from Medicaid, SNAP, and TANF applicants, recipients, and other
members of the community.
Position Details & Benefits Package:
--- Location: Onsite - Evansville, IN
--- Work Hours: 8:00 AM - 4:30 PM, Mon-Fri
--- Base rate $18.00/hr.
--- Quarterly Bonus opportunity
--- 401K with company match
--- Paid time off and paid holidays
--- Medical, Dental and Vision benefits
--- Employee Assistance Program (EAP)
--- Employee Wellness and Discount Programs
--- Career development and promotional opportunities
Essential Duties and Responsibilities:
- Execute managed care enrollment tasks using the Welfare
Management System (WMS).
- Review enrollment concerns through WMS, and other State Medicaid
Data systems.
- Assess managed care issues within the State of Health framework
and determine subsequent actions.
- Collaborate with local district, State Department Of Health and
Enrollment Broker personnel to address managed care issues.
- Adhere to all standards specified for this role as outlined in
the corresponding annual performance criteria and bonus
template.
- Perform managed care enrollment activities on the Welfare
Management System (WMS).
- Review enrollment issues using WMS, eMedNY and other State
Medicaid Data systems.
- Evaluate State of Health managed care issues and make next step
determinations.
- Interact with local district, SDOH, eMedNY and Enrollment Broker
staff to resolve MC issues.
- Meets all standards established for this position as outlined in
the corresponding annual performance criteria and bonus template
for this position.
-Handles high volume of inbound calls daily, which are often
back-to-back, during the scheduled work shift to answer questions
regarding the Medicaid, SNAP, and TANF programs.
- Apply State and/or federal eligibility rules for
applicant/recipient information assessment.
- Verifies applicant/recipient data through system interfaces.
- Facilitates the fulfillment of caller requests regarding
eligibility information via a One Call Resolution approach while
maintaining professionalism and empathy.
- Communicates with applicants/recipients while researching and
updating cases and documenting calls simultaneously.
- Educates callers on program services and eligibility requirements
while demonstrating excellent communication and customer service
skills.
- Serve as a liaison with customers regularly to meet program goals
and maintain program services and eligibility, fostering positive
working relationships.
- Verifies and enters applicant/recipient data into the State's
eligibility system and prepares cases for disposition by State
Eligibility Consultant.
- Processes cases and takes necessary action on missing information
promptly.
- Meet Quality Assurance and performance metrics and stay updated
on project and corporate policies.
- Identify and escalate risks to management.
- Attends all meetings and completes all trainings to stay informed
on project/position updates.
- Fulfill all performance requirements associated with eligibility
processes.
- Perform additional duties as assigned by management.
Minimum Requirements
Minimum Requirements:
- High school diploma or GED required and 0-2 years of relevant
professional experience required, or equivalent combination of
education and experience.
- Proven customer support or Client Service Representative
experience strongly preferred.
- Ability to handle complex service inquiries via telephone.
- Strong critical thinking and problem-solving skills.
- Moderate difficulty assignments requiring judgment and issue
resolution.
- Understanding of work implications and ability to recommend
solutions.
- Accurate data entry (40 keystrokes/minute), strong interpersonal
skills.
- Positive relationship-building with customers and state
eligibility consultants.
- Attention to detail; excellent organizational, verbal, and
written communication skills.
- Comfortable in a fast-paced, deadline-oriented environment.
- Capable of executing many complex tasks simultaneously.
- Team player with the ability to work independently.
- Ability to remain stationary for an extended period.
Preferred Qualifications:
- Some college or a college degree.
- 2+ years of relevant professional experience.
#INEligibility #INCSR #INCallCenterOps
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.
Keywords: Maximus Services, LLC, Evansville , Customer Service Representative - Evansville, IN, Sales , Evansville, Indiana
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