Customer Service Representative

Maximus is seeking a Customer Service Representative to support healthcare-related government programs within our mission-driven, service-oriented environment. In this role, you will handle inbound calls and digital inquiries from citizens, answer questions about eligibility, benefits, and enrollment, and resolve issues with accuracy and empathy. You will document interactions in our systems, follow compliance and quality standards, and protect sensitive information. Working in a collaborative team, you'll receive training, coaching, and opportunities to grow in public-sector operations, citizen services, and digital transformation initiatives.

Responsibilities

• Handle inbound calls and digital inquiries from members regarding healthcare and government program services
• Verify customer identity and accurately document all interactions in CRM systems
• Provide clear, accurate information on eligibility, benefits, enrollment, and program rules
• Resolve issues, escalate complex cases, and follow up to ensure resolution and customer satisfaction
• Adhere to quality, compliance, and performance metrics in a regulated environment
• Collaborate with supervisors and peers to share updates, best practices, and process improvements
• Use scripts, knowledge bases, and SOPs to deliver consistent and compliant responses
• Protect sensitive personal and health information following privacy and security requirements
• Support special projects, outreach campaigns, or new program rollouts as assigned
• Participate in training and coaching to improve product knowledge, systems proficiency, and service skills

Required Skills

• Customer service
• Call center operations
• Healthcare or benefits program knowledge
• CRM and call tracking systems
• Data entry and documentation
• Regulatory and compliance awareness (HIPAA, PHI)
• Problem solving and de-escalation
• Written and verbal communication
• Multi-channel support (phone, email, chat)
• Basic computer and office software skills