Outreach Counselor - North Denton & Grayson Counties

Outreach Counselor
- North Denton & Grayson Counties

City:
Arlington

State: TX

Country:
United States

Working Time:
Full-time

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 will 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.

Since this position requires local travel, applicants who reside within reasonable commutable distance will be given preference.

• Competitive Compensation – Quarterly bonuses based on performance included.
• Comprehensive Insurance Coverage – Medical, Dental, Vision, Prescription, and partially funded HSA. Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning – 401 K Retirement Savings plan with 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.
• 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 (approximately 50 % of the time); travel independently using proper safety precautions.
• Conduct one‑on‑one and group outreach presentations to recipients and community members within a specific territory.
• Present program education and enrollment options to encourage recipient action, and provide managed‑care guidance as needed.
• Identify, develop, build, and maintain positive relationships with county staff, state agencies, and community/faith‑based groups.
• Retrieve, research, and analyze data from multiple databases to answer client concerns and perform direct data entry into internal automated systems.
• Identify issues, problem‑solve, and regularly escalated unresolved concerns to management.
• Establish and maintain knowledge of the community; participate in community events, health fairs, and other activities.
• Multi‑task in several computer applications while holding a conversation with client.
• Document activity in automated systems and report outcomes on a daily/weekly basis.
• Ensure confidentiality of client information.
• Use customer‑service skills to adapt to…