MAXIMUS

  • Bilingual Spanish Consumer Service Specialist III

    Job Locations US-NY-Rochester
    Posted Date 1 month ago(10/15/2018 2:30 PM)
    Requisition ID
    2018-34630
    # of Openings
    32
    Job Schedule
    Regular Full-Time
  • Overview

    Project Specific Job Description & Requirements:

     

    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.

     

    • 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.
    • 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.
    • Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
    • Transfer/refer consumers to appropriate entities according to the established guidelines.
    • Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary
    • Facilitate the fulfillment of caller requests for materials via mail, email, or download.
    • Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
    • Escalate calls or issues to the appropriate designated staff for resolution as needed.
    • Track and document all inquiries using the applicable systems.
    • Facilitate translation services for non-English speaking callers according to procedures.
    • 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. 
    • 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
    • Perform other duties as assigned by management.

    Education & Experience Required:

    • High School Diploma or GED
    • 6 months to 2 years 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.
    •  
    • Previous experience with computers, phone systems, and headsets preferred;
    • Previous experience in customer service preferred

    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.

    The Ideal Candidate will Possess the Following Additional Education and Experience

    This is the corporate approved job titling framework criteria.  Please see the job summary for Project Specific position requirements.

    • High School Diploma with 6 months - 2 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 predominately routine, but may require deviation from standard screens, scripts, and procedures.
    • Uses computerized system for tracking, information gathering, and/or troubleshooting.
    • Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
    • Communicates more complex information, using job experience to anticipate and proactively address related questions.

    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.

    Apply/Socialize

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.