Quality Analysts (Medical) supporting the Veterans Evaluation Services (VES) administered by Maximus, make an impact everyday by reviewing Medical Disability Examination (“MDE”) reports and Disability Benefits Questionnaires (“DBQs”) generated by medical providers on Veterans evaluated on behalf of the Department of Veterans Affairs (the “VA”). The QA works closely with medical providers to ensure MDE reports and DBQs are consistent with the quality and timeliness requirements of the VA. To prepare you for this role, the VES provides paid, comprehensive training which ensures all new employees provide the highest levels of knowledge and professionalism. As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force’s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors.  In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.  

$1,500 Retention-Bonus(Eligibility after 120 days of employment) Pay rate: $17.00 Major Purpose: The Client Service Representative is responsible for answering all callers' general inquires related to Medicaid, Child Health Plus and the Marketplace. Duties and 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.- Meet Quality Assurance (QA) and other key performance metrics. - Transfer/refer consumers to appropriate entities according to the established guidelines.- Facilitate the fulfillment of consumer requests for materials via mail, email, or download.- Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.- Track and document all inquiries using the applicable systems.- 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.- 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- Performs other duties as assigned by management. Education Required: - High School Diploma or equivalent Background & Experience Required:- 0 – 1 years of experience- Strong data entry and telephone skills;- Previous experience with computers, phone systems, and headsets preferred; - 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 in customer service preferred Please Refer to the Maximus New York Job Description Above

A Lead Customer Service Representative (CSR III) is primarily responsible for performing lead duties within the Federal Student Aid (FSA) Loan Servicing group. The Lead CSR will provide direct guidance and assistance to CSR's I and II.  *As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.  Job Duties:- This is a senior level position within the customer service family- Respond to incoming calls, e-mails, chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing- Delegate work assignments, taking into consideration daily workload and skill level of team members- Field customer calls as necessary and act as resource for the most complex customer calls- Monitor calls of the team to ensure that regulations and compliance are met as well as American Education Services/Pennsylvania Higher Education- Assistance Agency standards for quality and customer service- Provide training and mentoring to CSR I & II team members- Identify broader training needs for individuals and the team and communicate these needs to department management and supervisors- Act as a liaison for routine requests within and outside of the department- Identify trends and recommend problem prevention strategies for department consideration- Assist supervisor in quality assurance review- Act as a role model to enable success in all aspects of team and individual performance- Responsible for work delegation, training, and/or quality assurance of Customer Service Representative I and II within the work group- Identify opportunities for improvement of procedures and processes and recommend solutions- Provide technical guidance to improve the performance of CSR I & II based on monitoring and the outcomes of the quality assurance process- Support direct operations of the work team (such as customer calls, making complex adjustments, or other loan servicing activities) as necessary- Identify trends in department workflow and in the accuracy of the department’s work- Provide recommendations for improving the work team or department’s performance, efficiency, or workflow

Maximus is currently looking for an experienced Supervisor to join our team supporting the Dept. of Education. The Supervisor will provide supervision and leadership to a team of customer service representatives (CSRs) and through the various communication channels within Operations (telephone, e mail, written correspondence, and web-chat, TTY) meet Maximus and contract goals/objectives as required. *As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.  Job Duties: - Supervise the work of Federal Student Aid (FSA) CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources- Develop work schedules and assign duties to direct report personnel to ensure efficiency- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources- Discuss job performance concerns with employees to identify causes and impacts- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and meal breaks- Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types- Provide coaching on a regular basis- Participate in meetings and recommend changes to policies and procedures- Assume leadership responsibility for departmental tasks and contact center activities as required- Support and enforce contact center expectations- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work- Assist direct reports with escalated issues or cases as needed