Bilingual Intake Specialist (Remote near McAllen, TX)

Maximus; Texas; 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 for OPM. This remote role requires residing within 50 miles of McAllen, TX, and involves inbound support for dependent eligibility verification in both languages.

The CSR II position handles portal access, document submission, and navigation of program resources, with attention to privacy and data protection. U.S.

Qualifications

• Fluent in English and Spanish required.
• Minimum 6 months of customer service experience.
• Must be a U.S. citizen and able to obtain/maintain required suitability.

Responsibilities

• Provide inbound customer service in English and Spanish via phone, email, and chat.
• Follow scripts and procedures while handling routine inquiries.
• Use OPM FEHB Portal or approved systems to document interactions in English and Spanish.
• Assist enrollees with portal access, document submission, and navigation of resources.
• Protect PII/PHI and escalate complex requests per procedures.

Skills

Bilingual English/Spanish

Customer service

Education

High School diploma or equivalent

Job description

Description & Requirements

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.

General information

Date: Thursday, October 29, 2026

City: Remote

Country: United States

Working time: Full-time

Description & Requirements

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
• 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

connectivity (you can test this by going to www.speedtest.net).

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

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

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].

Minimum Salary

$ 18.95

Maximum Salary

$ 18.95