Customer Service Representative II - Albany, NY

Make a Difference in Your Community Every Day!

Make a difference in your community by helping New York Medicaid recipients navigate healthcare options, access important services, and make informed decisions about their coverage.

Full‑time onsite position in Albany, NY. Monday‑Friday schedule, 8:00 AM – 4:30 PM. Comprehensive health and wellness benefits.

• Engage in outreach activities (phone calls, home visits, community presentations) according to project protocols.
• Deliver individual and group outreach presentations to recipients and community members.
• Educate recipients about program offerings and enrollment options.
• Introduce managed care choices to recipients and aid in navigating health care and dental plans.
• Cultivate positive relationships with county staff, state agencies, community groups, and recipients.
• Input data directly into specified internal systems following project policies.
• Develop and sustain familiarity with the community, actively participating in local events, health fairs, and related activities as required.
• Support team members in managing and completing daily tasks.
• Appoint face‑to‑face or virtual outreach and enrollment services, including education on managed care options.
• Assist clients with enrollment/transfer/disenrollment processes.
• Maintain professional relationships with county staff and clients.
• Assist call‑center operations and other departments as needed.
• Serve as a regular member of a processing unit within the outreach department (EEU, Data Entry, Manual Notices).
• Conduct shadowing and training activities with new hires.
• Work on assigned special projects.
• Maintain certified Application Counselor CAC certification.
• Stay updated on the New York Medicaid Choice Project.
• Meet performance standards and bonus criteria.
• Perform additional duties as assigned by management.

• High school diploma or GED, plus 6 months of relevant professional experience or equivalent combination of education and experience.
• Prior work experience in customer service, data entry, and/or data processing.
• Experience with MS Office applications (Excel, PowerPoint, Word).
• Willingness and ability to travel and provide site coverage as needed.

• Some college or college degree.
• Experience with New York Medicaid.
• 2+ years of customer service or related experience.
• Ability to follow guidelines and maintain a proactive approach to meeting objectives and deadlines.
• Effective multitasking and prioritization under pressure, ensuring high‑quality outcomes in a fast‑paced environment.

• Own laptop/computer with Windows 11 or MacOS Ventura 13 or newer.
• Private, secure workspace.
• Reliable high‑speed internet: minimum 20 Mbps download / 50 Mbps for shared connectivity, 5 Mbps upload.

• Windows 11 or MacOS (Catalina 10.15, Big Sur 11, up to 12.5 or newer).
• HP users must remove SMode.
• No smartphones, low‑performance platforms, or Chromebooks are allowed for Amazon Work Spaces.

• Work‑life balance support.
• Competitive compensation with performance bonuses.
• Comprehensive insurance coverage (medical, dental, vision, prescription, HSA).
• Life insurance benefits and discounts (auto, home, renter’s, pet).
• 401K retirement savings plan with company matching.
• Paid time off, holidays, extended sick leave, short and long‑term disability coverage.
• Holistic wellness support via Employee Assistance Program.
• Recognition platform for outstanding contributions.
• Tuition reimbursement.
• Employee perks and discounts.
• Maximus wellness program and resources.
• Professional development opportunities (training, workshops, conferences).

Minimum Salary: $18

Maximum Salary: $20.5

Maximus is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics.