Job Description

The Customer Support Representative (CSR) is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center. This position is monitored by the Lead CSR, and reports to the Customer Support Center Manager. This role is based in Raleigh, NC; however, due to precautions related to COVID-19, this position may be temporarily remote.

ESSENTIAL FUNCTIONS:
•Responds to callers' inquires and needs in accordance with all contractual, departmental, and company performance standards, policies and procedures, and protocols.
•Facilitates the fulfillment of caller requests for information.
•Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
•Utilizes systems and technology to document and manage each individual call.
•Manages and routes incoming faxes and email.
•Manage print fulfillment of all required notifications.
•Completes other job duties as assigned or necessary.
JOB REQUIREMENTS
Knowledge, Skills & Abilities
•Perform all job duties in compliance with Person First standards, HIPAA guidelines, and company confidentiality policies and procedures
•Excellent data entry and telephonic skills
•Experience with computers, phone systems, and headsets
•Ability to perform comfortably in a fast-paced, deadline-oriented work environment
•Ability to multitask effectively while performing job duties, including ability to prioritize tasks and ensuring all voice mail and email messages are returned within contract standards
•Ability to work independently with minimal day-to-day supervision
•Excellent written and verbal communication skills
•Excellent interpersonal skills
•Ability to interact professionally and collegially with referral sources (hospital & nursing home staff, physicians, social service workers, etc.), state contract officers, and coworkers
•Ability to define problems, collect data, establish facts, and draw valid conclusions
•Intermediate skill with word processing and spreadsheet software (Microsoft Word and Excel preferred)
Education
The job requires a high school diploma or equivalent; Associate’s or Bachelor’s degree preferred.

Experience
The job requires at least one (1) year of experience in call center experience or similar customer service role. Experience in a health and human services call center setting preferred.

 

Essential Duties and Responsibilities:
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
- Track and document all inquiries using the applicable systems.
- Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children.
- Complete associated tasks according to the established guidelines.
- Track and document all inquiries using the applicable systems.
- Meet Quality Assurance (QA) and other key performance metrics.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements:
- High school diploma with 0 - 1 years of experience.

MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
 
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.