Bilingual Customer Service Representative - Queens, NY (English/Spanish)

About the position

Maximus is seeking a Bilingual Customer Service Representative (English/Spanish) to provide enrollment and outreach services to New York Medicaid recipients. This role involves both face-to-face and telephonic interactions, ensuring customers receive the necessary support and guidance throughout the application process. The position is based onsite at the LDSS/HRA office in Queens, NY, and emphasizes work-life balance, competitive compensation, and comprehensive insurance coverage.

Responsibilities

• Foster strong customer relationships, monitoring their engagement and progress.
• Collaborate regularly with customers to attain program goals and sustain eligibility for services.
• Conduct workshops and deliver various training services to customers.
• Demonstrate substantial program knowledge, assisting customers through multiple phases of the application process, from enrollment to benefit allocation.
• Aid customers in accessing services aligning with program objectives, including educational/vocational training, medical support, childcare, transportation, mental health services, legal aid, and related needs.
• Follow up with customers to ensure their needs are met and address any queries or concerns.
• Collaborate with team members, providing expertise and assistance in resolving participant issues.
• Maintain accurate and timely case notes for all customer interactions and document related activities.
• Share updates on outreach and engagement efforts with project staff.
• Report identified barriers hindering customer engagement with the Provider to project staff.
• Conduct face-to-face and telephonic outreach and enrollment services, including education on managed care options and public health programs to clients at LDSS/HRA offices.
• Assist clients with the enrollment/transfer/disenrollment process.
• Interface and maintain professional and positive relationships with HRA/LDSS county staff and clients.
• Conduct appointments to assist CYES Program eligible consumers to complete their Medicaid application.
• Assist Call Center Operations and other departments as determined by project management to meet business needs.
• Assist processing units within the Outreach department as determined by project management to meet business needs.
• Maintain updated knowledge of the New York Medicaid Choice Project.
• Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template.
• Perform other duties as assigned by project management to meet business needs.

Requirements

• High school diploma or GED required.
• 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Prior work experience in customer service, data entry, and/or data processing.
• Experience working with MS Office applications (Excel, PowerPoint & Word).
• Bilingual in English and Spanish.

Nice-to-haves

• Experience in a healthcare or social services environment.
• Familiarity with Medicaid programs and services.

Benefits

• Wellness program
• Health savings account
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Pet insurance