Sr CSR - Outreach (Dallas County)

Job Locations US-TX-Arlington
Requisition ID 2022-84296
Posted Date
1 month ago(12/27/2022 6:41 PM)
# of Openings
Job Function
Call Center Operations
Job Schedule
Regular Full-Time

Job Description Summary

Position provides effective customer services via telephone and in person to clients and community members regarding the selection, enrollment, and eligibility requirements for various Texas Health and Social Services Programs by utilizing excellent, in-depth knowledge of enrollment requirements program information and polices. Identifies, develops, and builds relationships with community, state and faith based organizations to enhance presence in the community.

• Conducts outreach including phone calls, home visits and community presentations in the field in accordance with project policy and procedures (70% of the time). Solely responsible for a specific geographic area and related tasks for that area. Travels independently using proper safety precautions.
• Conducts one-on-one and group outreach presentations to recipients and community members within a specific territory or initiative. Work environment varies and is mobile.
• Presents program education and enrollment options to recipients to encourage recipient action. Presents managed care options to recipients and assists them in using their health care and dental plans and community resources as needed.
• Identifies, develops, builds and maintains positive relationships with county staff, state agencies, and community/faith based groups to enhance presence in the community.
• Retrieves, researches, and analyzes data from multiple data bases to answer client concerns and Completes direct data entry into designated internal automated systems in accordance with EB Project policies and procedures.
• Identifies issues, problem solves and escalates unresolved issues and concerns to management immediately and regularly.
• Establishes and maintains knowledge of community and participates in community events, health fairs, and other activities as needed.
• Multi-tasks in several computer applications at once while holding conversation with client. Responsible for documenting activity in automated systems and reporting outcomes on a daily/ weekly basis. Responsible for ensuring confidentiality of client information.
• Uses customer services skills to adapt to situations and deal with clients face to face.
• Willingness to work a flexible schedule including weekends and evenings.
• Assists other Outreach Counselors and other team members with management and completion of daily duties to ensure compliance with contract standards and requirements.
- May be required to wear personal protective equipment (PPE) when having client in-person interaction for precautionary measures
- Provide customer service inbound support via telephone when needed to assist the EB Call Center department
- Performs other duties as may be assigned by management

- Bilingual preferred
- Required to travel within region assigned
- High School diploma, GED, or equivalent certification
- DSHS Community Health Worker certification preferred.
- One years of human services experience or experiences dealing with the public.
- Proficient in Microsoft Office products.
- Knowledge of Excel required.
- Ability to work with customers in a caring and respectful manner and with due understanding of and consideration for
their unique circumstances. 
- Excellent organizational, written, and verbal communication skills. 
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment. 
- Ability to work as a team member, as well as independently.
- 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 often performed conducting home visits, presentations, and part in an office environment.
- Reliable transportation with proper insurance and Texas Driver’s License that meet the State of Texas requirements.
- Highly developed problem solving skills preferred.
- Demonstrated ability to build high performing teams preferred.
- Medicaid knowledge preferred
- Must live or close to region serving

Job Summary

Essential Duties and Responsibilities:
- Interface with and refer complaints and/or inquiries to the appropriate departments, agencies, advocates, and/or client representatives.
- Maintain updated knowledge of managed care as it relates to client supported programs.
- Meet the established processing guidelines, protocols and contract requirements related to complaint processing and the handling of PHI/PII.
- Assist consumers in enrolling, disenrolling, and transferring into health plans, when appropriate.
- Perform other duties as may be assigned by the Complaint Unit Supervisor and/or Project Management.
- Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position.

Minimum Requirements:
- High School diploma or equivalent with 1-3 years of experience.
- Handles more complex customer service inquiries and problems via telephone, recording consistent problem areas.
- May respond to email inquiries.
- Customer service is the primary function.
- Calls are non-routine and require deviation from standard screens, scripts, and procedures.
- Handles situations which may require adaptation of response or extensive research according to customer response.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- May handle escalated or unresolved calls from less experienced representatives.
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Understands implications of work and makes recommendations for solutions.

MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to 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 shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.


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