Position Title: CSR-Call Center
Location: Remote WFH
Pay Rate - $17.00/Hr. on W2
Type: BYOD
Training Schedule: Monday-Friday, 8:00AM - 4:30PM EST
Hours of Operation: Monday-Friday, 8:00AM - 4:30PM EST
Project Overview:
MAXIMUS Cover VT Contact Center provides health care services through established networks of organized systems of care, which emphasize customer service and eligibility determination. The MAXIMUS Enrollment Center provides information for Vermont Medicaid and CHIP clients about managed care plans allowing them to make informed choices about their Medicaid benefits.
Essential Duties and Responsibilities:
- Answer incoming calls from consumers including the 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.
- Complete associated tasks according to the established guidelines.
- 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 GED required, and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
Reminders for Equipment Requirement:
Internet connectivity to Maximus:
- Remote workers supporting contact centre operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.
- Note: there may be some projects that have different requirements based on project needs which are communicated at the time of hire. Mobile hotspots must not be the primary source for internet connection for
Bring Your Own Device (BYOD):
- Maximus restricts low performing computer platforms (Mac book and chrome book) from accessing Amazon Workspaces (AWS). Maximus requires Computer Operating System: Windows10
Headsets:
- Maximus requires a USB plug and play wired headset with a microphone and noise suppression. Bluetooth headsets are NOT allowed.
Attendance:
100% Attendance required
Thank you,
