Customer Service Representative I - Buffalo, NY

Maximus; Buffalo (NY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

401K Retirement Savings plan

Paid Time Off

Life insurance

Tuition reimbursement

Employee discounts

Job summary

Maximus seeks a Customer Service Representative II in Buffalo, NY to help Medicaid recipients navigate healthcare options and enrollment processes. You will provide face-to-face and phone support, explain managed care options, and support CAC certification efforts.

The role is full-time, onsite at 95 Franklin Street, with 8:30 AM–4:30 PM hours and comprehensive benefits. Training and growth opportunities are available through Maximus programs.

Qualifications

• High school diploma or GED required with 0–6 months of relevant experience or equivalent.
• Proficiency in MS Office (Excel, PowerPoint, Word) expected.
• Some college or degree preferred to support training and CAC certification.

Responsibilities

• Handle intake referrals via calls, email, or voicemail.
• Provide information on program options and refer to appropriate resources.
• Perform initial eligibility screening and document in databases.
• Assist enrollment and service process and coordinate with internal staff.

Skills

Customer service

Data entry

Phone support

Communication

Education

High school diploma or GED

Some college

Tools

MS Office

Job description

General information

Date

City

State

NY

Country

United States

Working time

Full-time

Description & Requirements

Make a Difference in Your Community Every Day!

Maximus is seeking a Customer Service Representative II to join our team in Buffalo, NY. In this rewarding role, you will help New York Medicaid recipients navigate their healthcare options, access important services, and make informed decisions about their coverage.

As a trusted resource for the community, you will provide both face‑to‑face and telephone support, guiding individuals through the enrollment process, explaining managed care plan options, and delivering compassionate, people-centered service. By delivering clear, compassionate communication, you will help ensure members have access to the information and support necessary to make informed healthcare decisions. Your ability to communicate will help ensure members receive the support and information they need to access quality healthcare.

This is an excellent opportunity for individuals who enjoy helping others, building relationships, and making a meaningful impact in their community. Whether you are starting your customer service career or bringing prior experience, we provide the training and support needed to succeed, including maintaining your Certified Application Counselor (CAC) certification.

Position Details:

• Full-time, onsite position at our office, located at 95 Franklin Street, Buffalo, NY.
• Monday – Friday schedule, 8:30 AM – 4:30 PM
• Comprehensive health and wellness benefits

Why Maximus?

• Work/Life Balance Support – Flexibility tailored to your needs!
• Competitive Compensation – 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 extended 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:

• Coordinate and process intake referrals received via incoming calls, voicemail, email, or other designated channels.
• Respond to inquiries, provide general program information, and refer clients or providers to appropriate agencies or resources in accordance with established guidelines.
• Perform initial eligibility screening for services using defined criteria and procedures.
• Review and screen applications and supporting documentation for completeness and accuracy.
• Enter, update, and maintain application, intake, and case information in applicable databases and systems.
• Research, verify, and document information by accessing approved internal or external systems, including government agency systems as applicable.
• Contact customers or providers to obtain missing or incomplete information related to applications or documentation.
• Coordinate with internal staff or field resources, including site visit personnel, to collect and verify required information or results.
• Assist customers in accessing services aligning with specific program objectives including educational and vocational training, medical support, childcare, transportation, mental health services, legal aid and related needs.
• Determine urgency and sensitivity of incoming matters and route or elevate appropriately.
• Support outreach and engagement activities by assisting customers through defined phases of the application, enrollment, or service process.
• Conduct face-to-face and/or virtual (telephonic) outreach and enrollment services, including education on managed care options and public health programs to clients at LDSS/HRA offices.
• Assist clients with the enrollment/transfer/disenrollment process.
• Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients.
• Assist Call Center Operations and other departments as determined by project management to meet business needs.
• Regular member of a processing unit within the Outreach department:
• EEU
• Data Entry
• Manual Notices
• Conduct shadowing / training activities with new hires.
• Works in assigned special projects.
• Maintain Certified Application Counselor CAC active certification.
• Conduct Certified Application Counselor (CAC) tasks in select counties.
• Maintain updated knowledge of the New York Medicaid Choice Project.
• Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.
• Perform other duties as assigned by Management.

Requirements:

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Prior work experience in customer service, data entry and/or data processing.Experience working with MS office applications (Excel, PowerPoint & Word).

Preferred Requirements

• Some college or college degree.
• Experience with New York Medicaid.
• 2+ years of experience in customer service or related position.
• Follows established guidelines and directions while maintaining a proactive approach to meeting objectives and deadlines.
• Effectively manages multiple tasks and priorities under pressure, ensuring high-quality outcomes in a fast-paced environment.

Home Office Requirements for 2 weeks of Remote Training

• Candidates must have their own laptop/computer equipment with Windows 11 Operating System or MacOS 13 Ventura or higher.
• Private and secure workspace.
• Reliable high-speed internet service.
• Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity.
• Minimum 5 Mpbs upload speeds.

Maximus Required Computer Operating System for 2 Weeks of Remote Training

• Windows11 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5) or newer.
• For HP Users, Maximus requires removal of SMode Maximus restricts smartphone and low performing computer platforms (such as C hromebooks) from accessing Amazon WorkSpaces (AWS).

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

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

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] .