Bilingual Inbound Specialist (Remote near Lawrence, KS)

Maximus; Kansas; Remote; USD 42,000 - 60,000; Full time

Job summary

Maximus is seeking a Bilingual (English/Spanish) Eligibility Verification Specialist to support FEHB/PSHB programs for enrollees. This CSR II role handles eligibility questions, documentation, and portal access in English and Spanish, serving as frontline support for Federal Employees Health Benefits and Postal Service Health Benefits.

Remote: Must reside within 50 miles of Lawrence, KS. Position contingent upon contract award; strong communication and data-entry skills are essential for success.

Qualifications

• Bilingual in English and Spanish required.
• Experience in frontline customer service.
• Familiar with enrollment/benefits programs and portals.

Responsibilities

• Respond to inquiries via phone, email, or chat.
• Explain eligibility requirements and documentation.
• Assist with portal access and document submission.
• Track case status and route to senior staff when needed.

Skills

Bilingual EN/ES

Customer service

Job description

Maximus is seeking a Bilingual (English/Spanish) Eligibility Verification Specialist to support the U.S. Office of Personnel Management's (OPM) FEHB Protection Act Compliance and Verification Program. This bilingual CSR II position serves as a frontline customer service representative for Federal Employees Health Benefits (FEHB) and Postal Service Health Benefits (PSHB) Program enrollees, providing inbound telephone support in English and Spanish for dependent eligibility verification. The CSR II responds to questions regarding dependent eligibility verification requirements, acceptable documentation, submission deadlines, case status, and verification processes, and assists English- and Spanish-speaking enrollees with Portal access, document submission, and navigation of program resources.

Remote: Must reside near Lawrence, KS location (50 mile radius)

Please note: This position is contingent upon contract award.

Essential Duties and Responsibilities:

• Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).
• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Provides feedback when needed, provide input on call trends, processes, procedures, and training.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff