Bilingual Client Support Specialist II

Maximus; Chicago, Northern (IL, KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Work/Life Balance

Competitive Compensation

Comprehensive Insurance Coverage

401K Retirement Savings

Paid Time Off and Holidays

Wellness Support

Tuition Reimbursement

Employee Discounts

Professional Development

Licensure & Certification Support

Job summary

Maximus seeks a Bilingual Client Support Specialist II to assist Illinois Client Enrollment Services (IL CES). Hybrid role with monthly Chicago office visits. Handle Medicaid enrollments, plan changes, and benefits information, using scripts and procedures to ensure compliant interactions.

The ideal candidate is bilingual, customer-focused, detail-oriented, and committed to helping individuals navigate healthcare benefits with confidence and professionalism.

Qualifications

• High school diploma or GED required and 6+ months of relevant professional experience or equivalent combination of education and experience.
• Must be fluent in English and a specified secondary language (Spanish).
• Must be willing to work a shift 8:00am–6:00pm CST, Monday–Friday.
• Must read, speak, and write in both English and Spanish.

Responsibilities

• Respond to customer inquiries via telephone, web portals, or email following established policies and confidentiality requirements.
• Provide accurate information on Medicaid enrollments, services, and plan changes.
• Document inquiries, actions, and transactions in applicable systems with high accuracy.
• Respond to escalated issues and coordinate referrals to appropriate departments.

Skills

Bilingual

Customer service

Education

Diploma or GED

Job description

Maximus is currently seeking a Bilingual Client Support Specialist II to support the Illinois Client Enrollment Services (IL CES) program. This is a hybrid opportunity, requiring team members to report to our Chicago location at least once per month. In this role, you will assist clients with health plan enrollments and plan changes, provide information regarding Medicaid services, and connect members with the appropriate resources and departments for additional support. You will deliver exceptional customer service while utilizing established scripts, policies, procedures, and reference materials to ensure accurate, compliant, and consistent support for every client interaction. The ideal candidate is bilingual, customer-focused, detail-oriented, and committed to helping individuals navigate healthcare benefits and services with confidence and professionalism.

Why Maximus?

- 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.

- Licensures and Certifications-Maximus assumes the expenses associated with renewing licenses and certifications for its employees.

Essential Duties and Responsibilities:

• Respond to customer, client, or stakeholder inquiries via telephone, Interactive Voice Response (IVR), web based portals, correspondence, or system based workflows in accordance with established policies, procedures, performance standards, and confidentiality/privacy requirements.
• Respond effectively to all forms of inbound and outbound contacts.
• Provide informed, objective responses to complex, sensitive, or escalated inquiries related to program eligibility, enrollment, services, or benefits
• Accurately track, document, and record all inquiries, complaints, comments, actions taken, and transactions in applicable systems.
• Navigate multiple computer systems and databases to retrieve, research, analyze, verify, and enter information while maintaining a high degree of accuracy and attention to detail.
• Apply program policies, procedures, and contract compliance provisions to resolve issues and determine appropriate actions or referrals.
• Investigate and resolve complex or escalated issues originating from multiple service channels.
• Transfer or refer customers to appropriate internal or external entities according to established guidelines.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery.
• Facilitate translation or interpretation services for non English speaking customers according to procedures.
• Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and performance standards.
• Assist lower level Customer Service Representatives by responding to escalated questions or participating in escalated customer interactions.
• Identify issues, trends, or problems affecting operations or service delivery and promptly report concerns to management as appropriate.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Maintain confidentiality and security of customer, provider, and program information at all times.
• Meet or exceed established productivity, quality assurance, and performance metrics.
• Attend required meetings and trainings and maintain up to date knowledge of programs, systems, policies, procedures, and compliance requirements.
• Perform other related duties as assigned by management.

Qualifications:

• High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
• Must be fluent in English and specified secondary language.
• Must be willing and able to work a shift between the hours of 8:00am-6pm CST, Monday-Friday.
• Must be able to read, speak, and write in both English and Spanish.
• Must be a current resident of Illinois.
• Must have experience on the Illinois Client Enrollment Services (IL CES) project.
• Must be willing and able to travel to our Chicago, IL office once a month.

Home Office Requirements:

• Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

EEO Statement:

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency:

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.

Accommodations:

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail].