Note: The job is a remote job and is open to candidates in USA. Maximus is currently hiring Bilingual Customer Service Representatives to join our team in Oklahoma. This position is responsible for supporting our project with the Oklahoma SoonerCare Program by providing customer care and enrollment services via telephone, IVR and web based portals.
Responsibilities
- 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
Skills
- High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience
- Must be fluent in English and specified secondary language
- Must be able to speak, write, and translate in Spanish and English
- Must be able to pass all pre-employment screenings, including a background check
- Must have a HS Diploma or GED/equivalent
- Must live in the Oklahoma City area (No more than 1 hour away or no more than 40 miles away from the site)
- Reliable, high-speed internet service
- Minimum 40 Mbps download speeds
- Must be a traditional, wired high-speed connection such as cable or fiber
- Must be able to connect your computer directly to your modem or router via ethernet cable, WiFi connections are not allowed
- Quiet and distraction-free workspace
- Customer service experience preferred
- Call Center service experience preferred
Benefits
- Choice to work onsite or remotely from the comfort of your home.
- Work/Life Balance Support - Flexibility tailored to your needs!
- Quarterly bonuses based on performance
- Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.
- Life insurance benefits
- Discounts on Auto, Home, Renter's, and Pet insurance.
- 401K Retirement Savings plan and Company Matching.
- Enjoy PTO, Holidays, and extended sick leave
- Short and Long Term Disability coverage.
- Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
- Acknowledge and appreciate outstanding employee contributions.
- Tuition Reimbursement.
- Additional benefits and discounts exclusively for employees.
- Access a range of wellness programs and resources tailored to your needs.
- Participate in training programs, workshops, and conferences.
- Provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism.
- Reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment.
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