Limited Service Customer Service Representative (Remote - VA) - Job Listing

Essential Duties and Responsibilities:

- Provide callers with informed and objective responses to complex concerns in regard to eligibility guidelines and policies, access to care issues, and escalated concerns.

- Respond effectively to all forms of inbound and outbound contacts.

- Process workflow documents, which include income, identity, and other eligibility verification documents.

- Accept new knowledge of policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.

- Guide applicants through the Medicaid, SNAP, and TANF application processes.

- Provide clear and accurate information about program eligibility criteria.

- Ensure excellent customer service by addressing client concerns with patience and professionalism.

- Document interactions notate applications, and work across multiple systems to process eligibility.

- Maintain a high standard of confidentiality.

Minimum Requirements

- High school diploma or GED required and 1+ years of relevant professional experience required, or equivalent combination of education and experience.

- Ability to work independently in a remote environment.

- Strong communication skills, both verbal and written.

- Must be a resident of Virginia.

- Must be willing and able to accept a limited service position.

- Must be willing and able to attend training for 6 weeks on camera with no absences from 8:00am-4:30pm EST, Monday-Friday.

- Must be willing and able to work a full-time shift during the hours of operation (8:00am-7:30pm EST Monday-Friday, 9:00am-12:00pm EST Saturday).

Preferred Skills and Qualifications

- High volume call center experience.

- Familiarity with Medicaid, SNAP, or TANF or other government healthcare programs.

- Strong computer skills, including the ability to navigate and work in multiple systems including but not limited to call center software programs, Microsoft office and other CRM tools.

- High level of empathy, especially when interacting with individuals in vulnerable situations.

Home Office Requirements

- Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.

- Must currently and permanently reside in the Continental US.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com.