Bilingual Mandarin Customer Service Representative (Remote - New York, NY)

Maximus; New York, Northern (NY, KY); Hybride; USD 42 000 - 52 000; Plein temps

Résumé du poste

Maximus is seeking Bilingual Mandarin Customer Service Representatives to join the NYSOH team in New York, NY. This remote role requires residency within 100 miles of New York, NY and offers paid training to ensure you provide accurate assistance to enrollees.

As a CSR you will handle inbound calls, assist with applications, explain eligibility rules, and document interactions while meeting performance metrics. The position emphasizes service to vulnerable communities and professional standards.

Qualifications

• Bilingual proficiency in Mandarin and English required.
• Residency within 100 miles of New York, NY.
• Strong data entry and telephone skills.
• High school diploma or GED; 6+ months of experience or equivalent.

Responsabilités

• Answer inbound calls from the general public, enrollees, and representatives in accordance with policies.
• Respond to all forms of inbound and outbound contacts.
• Document inquiries using the applicable systems.
• Process health care coverage applications by phone and determine eligibility.
• Update demographic information and manage enrollment changes.
• Arrange materials by mail, email, or download; escalate as needed.
• Support non-English callers with translation in line with procedures.
• Attend trainings and maintain up-to-date knowledge of programs and systems.
• Meet QA and other performance metrics.

Connaissances

Bilingual Mandarin & English

English fluency

Data entry

Telephone skills

Organizational skills

Formation

High school diploma or GED

Description du poste

General information

Date

City

New York

State

NY

Country

United States

Working time

Full-time

Description & Requirements

Maximus is currently hiring for Bilingual Mandarin Customer Service Representatives to join our New York State of Health (NYSOH) team. This is a remote opportunity requiring residency within 100 miles of New York, NY.

Every day, Customer Service Representatives (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

Why Maximus?

• Competitive Compensation - Annual 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 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.

Essential Duties and Responsibilities

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Meet Quality Assurance (QA) and other key performance metrics.
• Responsible for adhering to established safety standards.
• Must be able to remain in a stationary position for an extended period of time.
• Occasionally lift, carry, or otherwise move items weighing up to 25 pounds.
• Work is constantly performed in an office environment.
• Perform other 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.
• This position requires proficiency in English and Mandarin, Cantonese or Russian language or proficiency in both Spanish and Haitian Creole languages.
• Must be able to speak, read, and translate in Mandarin and English fluently.
• Residency within 100 miles of New York, NY.
• Strong data entry and telephone skills.
• Excellent organizational