Description & Requirements

The Bilingual Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.

• Bilingual Payrate $19.00/hr.

• Work from Home

• Benefits including Medical, Dental, Vision and 401k

• Paid Time Off (PTO) and Holidays

• Employee Recognition, Discount, and Wellness Programs

• Div
  ersity, Equity, and Inclusion Initiatives

• Professional Development Opportunities

Please note: This job posting is for a limited-service (temporary) full-time position, with an anticipated duration of approximately 4 months.

This is a Bring Your Own Device role, equipment is not provided.

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.

- Respond effectively to all forms of inbound and outbound contacts.
- Track and document all inquiries using the applicable systems.
- Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Facilitate translation services for non-English speaking callers according to procedures.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

- Process new applications for health care coverage via the telephone, mail, and web, including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.

- Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.

- Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.

- Facilitate translation services for non-English speaking callers according to procedures.

- Make outbound calls to applicants to obtain needed information.

- Review documents sent in by applicants and process according to work instructions.

- Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.

- Meet Quality Assurance (QA) and other key performance metrics.

- Responsible for adhering to established safety standards.

- Must be able to remain in a stationary position for an extended period of time.

- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.

- Work is constantly performed in an office environment.

- Perform other duties as assigned by management.

Minimum Requirements

- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.
- Must be fluent in English and specified secondary language.

- Strong data entry and telephone skills;

- Excellent organizational, interpersonal, written, and verbal communication skills;

- Ability to perform comfortably in a fast-paced work environment;

- Ability to successfully execute many complex tasks simultaneously;

- Ability to work as a team member, as well as independently;

- Previous experience with computers, phone systems, and headsets preferred;

- Previous experience in customer service and call center preferred;

- Bilingual Spanish

Technical Requirements:

• Must have a personal PC with operating system of Windows 10 or higher

• Home internet speed 25+ Mbps download speed; 15+ Mbps upload and hardwired

• PC Processor: Intel i5, AMD Ryzen 5, or better

• PC Memory: 3.1 8+ GB RAM

• PC Hard Drive Storage: 4.1 256 GB SSD

• USB Headset with wired microphone

• Webcam

• Smartphone: Android or Apple smartphone with working camera and capability of installing applications necessary for daily system login

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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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Hourly Base Pay Minimum for this Position

$19.00

Hourly Base Pay Maximum for this Position

$19.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.