Outreach Counselor Walker and Montgomery Counties

Overview

Maximus is looking for an Outreach Counselor to support the Houston area of Walker and Montgomery Counties. 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. You will utilize knowledge of enrollment requirements, program information, and policies, and identify, develop, and build relationships with community, state, and faith-based organizations to enhance Maximus' presence in the community.

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

Please note:

since this position requires local travel, your application should include 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 - Choose from Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning - 401K 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 - Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement - Invest in ongoing education and development.
• Employee Perks and Discounts - Additional benefits and discounts 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 needing 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). Solely responsible for a specific geographic area and related tasks for that area. Travels independently using proper safety precautions.
• Conduct one-on-one and group outreach presentations to recipients and community members within a specific territory or initiative. The work environment varies and is mobile.
• Presents program education and enrollment options to recipients to encourage recipient action. Presents managed care options to recipients and assists them in using their health care and dental plans and community resources as needed.
• Identifies, develops, builds, and maintains positive relationships with county staff, state agencies, and community/faith-based groups to enhance presence in the community.
• Retrieves, researches, and analyzes data from multiple databases to answer client concerns and completes direct data entry into designated internal automated systems in accordance with EB Project policies and procedures.
• Identifies issues, problem-solves, and escalates unresolved issues and concerns to management immediately and regularly.
• Establishes and…