MAXIMUS

Consumer Services Specialist III

US-NY-Rochester
2 weeks ago
Requisition ID
2017-26205
# of Openings
100
Job Function
Call Center
Job Schedule
Regular Full-Time

Overview

The Consumer Services Specialist (CSS) III is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace. 

 

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.
  • Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
  • Transfer/refer consumers to appropriate entities according to the established guidelines.
  • Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
  • Facilitate the fulfillment of caller requests for materials via mail, email, or download.
  • Facilitates translation services for non-English speaking callers according to procedures.
  • Escalate calls or issues to the appropriate designated staff for resolution as needed.
  • Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
  • Meet Quality Assurance (QA) and other key performance metrics.
  • Performs other duties as may be assigned by management.

 

The Ideal Candidate will Possess the Following Additional Education and Experience

  • High school diploma or GED required.
  • 1 year of experience 
  • Strong data entry and telephone skills.
  • 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.
  • 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.
  • Previous experience with computers, phone systems, and headsets preferred.

EEO Statement

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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