Bilingual Spanish Statewide Call Center Customer Service Representative; Remote NY

Bilingual Spanish Statewide Call Center Customer Service Representative (Remote
- New York, NY)

Date

City

New York

State

NY

Country

United States

Working time

Full-time

Maximus is currently hiring for Bilingual Spanish Statewide Call Center Customer Service Representatives to join our New York State of Health (NYSOH) team. This is a remote opportunity requiring residency within 100 miles of New York, NY.

The Statewide Call Center (SWCC) Customer Service Representative (CSR) is responsible for answering all callers' general inquires related to NYSOH health insurance programs including Medicaid, Child Health Plus, Essential Plan, and Qualified Health Plans.

• Competitive Compensation
  - Annual bonuses based on performance included!
• Comprehensive Insurance Coverage
  - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning
  - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package
  - Enjoy PTO, Holidays, and sick leave, along with Short and Long Term Disability coverage.
• Holistic Wellness Support
  - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform
  - Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement
  - Invest in your ongoing education and development.
• Employee Perks and Discounts
  - Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources
  - Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities
  - Participate in training programs, workshops, and conferences.

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements.
• Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
• Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems.
• Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness.
• Navigate multiple computer systems while interacting with customers and perform data entry accurately.
• Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.
• Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.
• Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.
• Facilitate translation or interpretation services for non English speaking customers according to procedures.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Meet Quality…