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

Maximus; New York (NY); Remote; USD 38,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance

401K

Paid time off

Training provided

Employee discounts

Wellness program

Tuition reimbursement

Job summary

Maximus is seeking a bilingual Russian Customer Service Representative for the NYSOH team. This remote role requires residency within 100 miles of New York, NY and provides paid training to ensure excellent caller care.

CSRs handle enrollment applications, changes, and inquiries, with a focus on accuracy, privacy, and policy compliance while meeting QA metrics in a fast-paced environment.

Qualifications

• High school diploma or GED; 6+ months of relevant professional experience.
• Fluency in English and Russian; additional Mandarin/Cantonese or Spanish and Haitian Creole is a plus.
• Residency within 100 miles of New York, NY.

Responsibilities

• Answer inbound calls from consumers and assist enrollees per program policies.
• Process new health care applications and enrollment via telephone.
• Track inquiries and document in the case management system.
• Provide translation services for non-English callers.
• Meet QA and performance metrics and maintain up-to-date knowledge of programs and systems.

Skills

Russian language

English language

Education

High school diploma or GED

Job description

Maximus is currently hiring for Bilingual Russian 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.
• 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 Russian and English fluently.
• Residency within 100 miles of New York, NY.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service preferred.

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.