Customer Service Representative (Remote - Albany, NY)

Maximus; City of Albany (NY); Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Quarterly bonuses

Medical insurance

Dental coverage

Vision coverage

Prescription benefits

Life insurance

401K with company match

PTO & holidays

Disability coverage

EAP

Tuition reimbursement

Employee discounts

Wellness program

Professional development

Job summary

Maximus is hiring Customer Service Representatives for the New York State of Health team in Albany, NY. The role includes a six-week onsite training period with 10 days on site, after which remote work may be available.

Applicants must reside within 100 miles of Albany and bring strong data entry and communication skills. Responsibilities include handling inquiries, documenting interactions, guiding callers through health plan enrollment, and meeting performance metrics.

Qualifications

• High school diploma or GED required and 6+ months of relevant professional experience or equivalent combination of education and experience.

Responsibilities

• Answer incoming calls from consumers and enrollees per policies and confidentiality standards.
• Respond to all forms of inbound and outbound contacts.
• Track and document inquiries using the applicable systems.
• Transfer/refer consumers to appropriate entities per guidelines.
• Fulfill caller requests for materials via mail, email, or download.
• Provide translation assistance for non-English callers as needed.
• Escalate issues to designated staff for resolution.
• Attend meetings and trainings to stay current on programs and systems.
• Process health care coverage applications via phone, including tax household and eligibility determinations.
• Process life event changes and enrollment periods as requested.
• Maintain QA standards and safety guidelines.

Skills

Data entry

Telephone skills

Organizational skills

Interpersonal skills

Written communication

Verbal communication

Multitasking

Teamwork

Education

High school diploma or GED

Tools

Computers

Phone systems

Headsets

Job description

Maximus is currently hiring for Customer Service Representatives to join our New York State of Health (NYSOH) team. This opportunity requires 10 days of onsite training in Albany, NY with opportunity to work remotely after successful completion of the 10 days onsite. Training is a total of 6 weeks. Candidates must reside within 100 miles of Albany, 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 - Quarterly 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.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• 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.
• Process new applications for health care coverage via telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• 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.

Minimum Requirements

• High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
• Residency within 100 miles of Albany, 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.

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.