Bilingual Intake Specialist (Remote near McAllen, TX)

Maximus; Dover (DE); Remote; USD 22,000 - 31,000; Full time

Job summary

Maximus is seeking a bilingual (English/Spanish) Eligibility Verification Specialist to support the FEHB Protection Act Compliance and Verification Program. This frontline CSR II role handles inbound calls and online inquiries from FEHB/PSHB enrollees, assisting with eligibility verification and portal access.

Remote work is possible within 50 miles of McAllen, TX, contingent on contract award. The position requires a high school diploma, customer service experience, and the ability to obtain

Qualifications

• High School diploma or equivalent with 6 months of customer service experience.
• Fluent in English and Spanish.
• Ability to obtain and maintain a Moderate Risk Public Trust suitability determination and complete background investigations.

Responsibilities

• Provides frontline customer service via multiple channels (phone, email, web chat, or letters).
• Calls are routine but may require deviations from scripts.
• Uses computerized systems for tracking, information gathering, and troubleshooting.
• Documents interactions accurately in the FEHB/PSHB portal and supports language-specific needs.
• Escalates complex questions per procedures and protects PII/PHI.

Skills

Bilingual English/Spanish

Education

High School Diploma

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 within 50 miles of McAllen, TX location

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

'-Provides inbound telephone support in English and Spanish to enrollees on dependent eligibility verification requirements, acceptable documentation, deadlines, and case status.

• Assists English- and Spanish-speaking callers with Portal access, login issues, and document upload using OPM-approved scripts and knowledge resources in both languages.
• Authenticates callers before sharing case information and protects PII and PHI in line with privacy and security requirements.
• Documents each interaction accurately in English in the OPM FEHB Protection Act Portal or other approved system of record, including the language used to serve the caller.
• Escalates complex questions, reconsideration requests, requests for languages other than English or Spanish, accessibility needs, and potential fraud indicators per approved procedures.
• Meets attendance, schedule adherence, call quality, documentation accuracy, and bilingual language proficiency standards.

Minimum Requirements

'- High School diploma or equivalent with 6 months of customer service experience.

• Must be fluent in English and specified secondary language.
• May have additional training or education in area of specialization.

'- Must be able to obtain and maintain a Moderate Risk Public Trust (5C) suitability determination, including completion of all Government-required background investigations, fingerprinting, credentialing, and security training requirements.

• Must be a U.S. Citizen

Position is contingent upon contract award

• This is a remote role. Must reside within 50 miles of McAllen, TX location
• Equipment will be provided but must meet the remote position requirement provided below.

Remote Position Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).
• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home internet router.
• Private work area and adequate power source

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.

Minimum Salary

$18.95

Maximum Salary

$18.95