CSR I – SWCC (Bilingual- Spanish)

Published
October 15, 2020
Location
New York, NY
Category
Job Type

Description

Job Description Summary

The SWCC CSR I is responsible for answering all callers' general inquires related to Medicaid, Child Health Plus and the Marketplace

Duties / 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.
• Meet Quality Assurance (QA) and other key performance metrics.

• Transfer/refer consumers to appropriate entities according to the established guidelines.

• Facilitate the fulfillment of consumer requests for materials via mail, email, or download.

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

• Track and document all inquiries using the applicable systems.
• 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 maintains up-to-date knowledge of all programs and systems.

• 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

• Performs other duties as assigned by management.

Education Required:

• High School Diploma or GED

Background & Experience Required:

• 0 – 1 years of experience

• Strong data entry and telephone skills;

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

• 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 in customer service 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 or equivalent 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.

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