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CSR1-CallCenter-2022-76552

at MAXIMUS in Oklahoma City, Oklahoma, United States

Job Description

OKC CSR1-Call Center (June DH Class)

Job Description Summary

-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 maintains up-to-date knowledge of all programs and systems.

Job Summary
Pay rate 10.79/11.79 Bilingual Positions provide customer services via telephone to clients regarding the selection, enrollment, and eligibility requirements for various SoonerCare programs. Practices active listening in order to take each caller’s concerns seriously, fully understands the issue and then provides appropriate resolution or appropriate direction for next steps. Provides callers with an unbiased presentation of programs to assist customers with application and eligibility requirements and program questions, transferring callers to other Call Center units as needed. Answers customer questions including but not limited to items regarding available providers and enrollment processes in a prompt, courteous, and concise manner. Accesses, reads, and interprets customers and provider data elements on the various computer systems. Clearly communicates case and case processing information to the caller. Multi-tasks by simultaneously communicating with the client while researching their case and documenting the call. Continues to learn and refine program and computer navigation skills in response to updated policy and computer systems.

Education and Experience Requirements
*** Please review the Job Description and Requirements for this position below. ***

Job Description:
-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 maintains up-to-date knowledge of all programs and systems.

Requirements:
* Remote and Onsite positions available.
(For onsite, additional information will be provided.)
* Training and Equipment provided
* Must Pass Criminal Background
* Must have a HS Diploma or GED/equivalent
* Must live in Oklahoma area (No more than 1 hour away or no more than 40 miles away from the site)

NOTE: If interested in Work at home, you must provide your own high speed internet connection. You will be required to connect directly to your equipment (No WIFI or HotSpots)

Monolingual Pay Rate: $12.00

Bilingual Pay Rate: $13.00

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.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

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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Job Posting: 2233258

Posted On: Dec 01, 2021

Updated On: May 16, 2022