Outreach Counselor - North Fort Worth: Denton & Grayson Counties

Outreach Counselor – North Denton & Grayson Counties

Maximus is looking for an Outreach Counselor to support the North Denton & Grayson counties. This important position provides effective customer services via telephone and in person to clients and community members regarding the selection, enrollment, and eligibility requirements for various Texas Health and Social Services Programs. As an Outreach Counselor, you will utilize excellent in-depth knowledge of enrollment requirements, program information, and policies.

You'll also identify, develop, and build relationships with community, state, and faith-based organizations to enhance our presence in the community.

Bilingual - Vietnamese or Spanish skills are preferred for this role but not required.

Please note – since this position requires local travel, it is critical that your application includes your up-to-date address as preference will be given to applicants who reside within reasonable commutable distance of the area served.

• Competitive Compensation – Quarterly bonuses based on performance included.
• Comprehensive Insurance Coverage – Various plans including Medical, Dental, Vision, Prescription, partially funded HSA, Life insurance, and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning – 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package – PTO, Holidays, and sick leave.
• Holistic Wellness Support – Resources for physical, emotional, and financial wellness through the Employee Assistance Program (EAP).
• Recognition Platform – Acknowledgement and appreciation of outstanding employee contributions.
• Tuition Reimbursement – Support for ongoing education and development.
• Employee Perks and Discounts – Additional benefits and discounts exclusively for employees.

• Interface with clients and refer complaints or inquiries to appropriate departments, agencies, advocates, or client representatives.
• Stay updated on managed care relevant to supported client programs.
• Adhere to processing guidelines, protocols, and contract requirements for complaint processing and handling PHI/PII.
• Assist consumers in health plan enrollment, disenrollment, and transfers when necessary.
• Fulfill assigned duties directed by the Complaint Unit Supervisor or Project Management.
• Meet performance standards outlined in the annual criteria and bonus template for the position.
• Address complex customer service inquiries and problems over the telephone, noting consistent issues for resolution.
• Potentially respond to email inquiries.
• Prioritize customer service as the primary function, handling non-routine calls requiring deviation from standard procedures.
• Manage situations requiring adapted responses or extensive research based on customer needs.
• Utilize computerized systems for tracking, information gathering, and troubleshooting.
• Handle escalated or unresolved calls from less experienced representatives.
• Tackle moderately difficult assignments, exercising judgment in issue resolution and recommending solutions.
• Conduct outreach including phone calls, home visits, and community presentations in the field in accordance with project policy and procedures (50% of the time).
• Lead one-on-one and group outreach presentations within a specific territory or initiative.
• Present program education and enrollment options to encourage recipient action.
• Identify, develop, build, and maintain positive relationships with county staff, state agencies, and community/faith-based groups to enhance presence in the community.
• Retrieve, research, and analyze data from multiple databases, complete direct data entry into designated internal automated systems per EB Project policies and procedures.
• Identify issues, problem solve, and escalated unresolved issues and concerns to management promptly.
• Participate in community events, health fairs, and other activities as needed.
• Multi-task in several computer applications while holding a conversation with clients.
• Document activity in automated systems and report outcomes daily/weekly.
• Maintain confidentiality of client information.
• Use customer service skills to adapt to situations and deal with…