MAXIMUS

  • CSR 1 - Call Center

    Job Locations US-TN-Knoxville
    Posted Date 1 week ago(8/10/2018 10:38 AM)
    Requisition ID
    2018-33418
    # of Openings
    1
    Job Schedule
    Regular Part-Time
  • 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.
    -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.

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • High School Diploma with 0-1 years of experience.
    • May have additional training or education in area of specialization.
    • Handles customer service inquiries and problems via the telephone, recording consistent problem areas.
    • May respond to email inquiries.
    • Customer service is the primary function.
    • Calls are basis and routine.
    • Uses computerized system for tracking, information gathering, and/or troubleshooting.
    • May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
    • Work on assignments that are routine in nature, with responsibilities easily learned on the job.
    • Communicates routine information in a clear and accurate way with internal and external contacts.

    EEO Statement

    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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