Bilingual Outreach Counselor - Houston Inner Loop

Bilingual Outreach Counselor - Houston Inner Loop

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Maximus is looking for a Bilingual Outreach Counselor to support the Houston Inner Loop area (Downtown, East End & Southeast). This 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.

• City:
  Houston
• State: TX
• Country:
  United States
• Working time:
  Full‑time

• Competitive Compensation – Quarterly bonuses based on performance.
• Comprehensive Insurance Coverage – Medical, Dental, Vision, Prescription, and partially funded HSA;
  Life insurance and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning – 401K Retirement Savings plan with Company Matching.
• Paid Time Off – PTO, Holidays, and sick leave.
• Holistic Wellness Support – Employee Assistance Program (EAP).
• Recognition Platform – Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement – Invest in ongoing education and development.
• Employee Perks and Discounts – Additional benefits and discounts exclusively for employees.

• Interface with and refer complaints and inquiries to appropriate departments, agencies, advocates, and client representatives.
• Maintain updated knowledge of managed care related to client supported programs.
• Meet processing guidelines, protocols and contract requirements related to complaint processing and PHI/PII handling.
• Assist consumers in enrolling, disenrolling, and transferring into health plans when appropriate.
• Perform duties assigned by the Complaint Unit Supervisor and Project Management.
• Meet performance criteria and bonus template for this position.
• Conduct outreach including phone calls, home visits, and community presentations (50% time).
• Conduct one‑on‑one and group outreach presentations within a specific territory or initiative.
• Present program education and enrollment options to recipients and encourage action.
• 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 and complete direct data entry into internal systems.
• Escalate unresolved issues and concerns to management immediately and regularly.
• Participate in community events, health fairs, and other activities as needed.
• Multi‑task in several computer applications while maintaining client conversation.
• Document activity in automated systems and report outcomes daily/weekly.
• Ensure confidentiality of client information.
• Use customer service skills to adapt to situations and deal with clients face‑to‑face.
• Work flexible schedule including weekends and evenings.
• Assist other Outreach Counselors and team members with daily duties to ensure compliance with contract standards.
• May require personal protective equipment (PPE) for client interactions.
• Provide customer service inbound support via telephone for EB Call Center department.

• High school diploma or GED and 1+ years of relevant professional experience.
• Fluent in English and specified secondary language.
• Handle complex customer service inquiries via telephone, recording consistent problem areas.
• Respond to email inquiries.
• Primary function is customer service.
• Calls are non‑routine requiring deviation from standard screens, scripts, and procedures.
• Adapt response and extensive research according to customer response.
• Use computerized system for tracking, information gathering, and troubleshooting.
• Handle escalated or unresolved calls from less experienced representatives.
• Moderately difficult assignments requiring judgment in resolving issues.
• Understand…