Inbound Specialist(Remote near Lawrence, KS)

Maximus; Annapolis (MD); Remote; USD 19,000 - 26,000; Full time

Job summary

Maximus is seeking an Eligibility Verification Specialist to support FEHB/PSHB programs for enrolled federal employees, handling inbound calls and portal assistance. You will verify dependent eligibility, gather documentation, and provide guidance on deadlines and processes, while protecting PII/PHI.

The role requires a high school diploma and at least 6 months in customer service, US citizenship, and the ability to obtain a public trust clearance.

Qualifications

• High School diploma or equivalent with 6 months of customer service experience.
• 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.

Responsibilities

• Provides customer service for basic and routine inquiries and problems via multiple channels (phone, email, web chat, letters).
• Responds to questions about dependent eligibility verification requirements, documentation, deadlines, case status, and verification processes.
• Assists enrollees with Portal access, document submission, and navigation of program resources.
• Authenticates callers before sharing case information and protects PII/PHI in line with privacy and security requirements.
• Documents each interaction in the FEHB Portal or other approved system of record.
• Escalates complex questions and potential fraud indicators per procedures.

Skills

Customer service

Education

High School diploma or equivalent

Job description

Job Overview

Maximus is seeking an Eligibility Verification Specialist to support the U.S. Office of Personnel Management's (OPM) FEHB Protection Act Compliance and Verification Program.

This 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 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 enrollees with Portal access, document submission, and navigation of program resources.

Remote: Must reside within 50 miles of Lawrence, KS 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 to enrollees on dependent eligibility verification requirements, acceptable documentation, deadlines, and case status.
• Assists callers with Portal access, login issues, and document upload using OPM-approved scripts and knowledge resources.
• Authenticates callers before sharing case information and protects PII and PHI in line with privacy and security requirements.
• Documents each interaction accurately in the OPM FEHB Protection Act Portal or other approved system of record.
• Escalates complex questions, reconsideration requests, language or accessibility needs, and potential fraud indicators per approved procedures.
• Meets attendance, schedule adherence, call quality, and documentation accuracy standards.

Minimum Requirements

• High School diploma or equivalent with 6 months of customer service experience.
• May have additional training or education in area of specialization.
• High School diploma or equivalent with 6 months of customer service experience required
• 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.

Remote Position Requirements

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net).
• 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.

Equipment will be provided but must meet the remote position requirement provided below.

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.

Minimum Salary

$16.33

Maximum Salary

$16.33