Maximus is looking to hire Customer Service Representatives to support the CDC-Vax program. Agents will answer incoming calls from the public related to COVID-19 vaccination and testing scheduling. This position will require Agents to use independent judgment to understand the logistics of available timeslots and if the location, distance and/or time of available appointments is a reasonable distance/timeframe to book an appointment. The position may require Agents to make outgoing calls to follow up on vaccination questions. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with 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.
We have an exciting opportunity for a Training Coordinator in Conflict-Free Evaluation and Enrollment Center Expansion (CFEEC/IA) Project.This position will provide support to the CFEEC/IA Project in NYC. This is an office-based position that is temporarily remote.This position reports to the Supervisor – Training, CFEEC/IA.Position Summary- Designs, develops and implements training materials- Develops training schedules (in coordination with other managers and WFM staff) based on the evaluation of the need for new staff and subcontractor personnel- Facilitates and delivers classroom-style training on an initial and ongoing basis- Ensures that program staff are provided with updated knowledge of the Medicaid Community Based Long-Term Care Programs, community resources, and options for clients- Conducts role-playing activities to develop interpersonal skills (e.g., teamwork and conflict management)- Communicates operating policies and procedures that are in compliance with the contractual agreement- Assesses the impact of each training course on staff performance and contributes to training material development and updatesWhat You'll Need- At least 2 years of Call Center Operations or Training experience - Ability to comfortably and intuitively navigate current and new methods of technology to collaborate with colleagues and deliver training- Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects- Ability to speak effectively in interpersonal situations and before groups of people- Ability to motivate and inspire audience to engage in subject material- Advanced level skills in Microsoft Office (Power Point, Excel, Word, and Outlook)Preferred Experience- 1 year of direct training experience in a human services environment and/or with instructional design and development- 1 year of CFEEC Project Experience- Hands on experience with e-learning platforms- Direct experience utilizing Zoom and/or Microsoft Teams for training
$1,500 Retention Bonus(Eligibility after 120 days of employment) Pay and Benefits:- Pay rate $16.00 per hour- $1,500 Retention Bonus (eligible after 120 days of employment)- Quarterly Bonus Opportunity up to 5% of your Quarterly earnings- Paid training and benefits (including Paid Time Off)- A variety of weekday and weekend shifts that meet lifestyle and family goals- Supportive work environment- Many opportunities for promotion and career advancement - No cold calling, sales or collection calls! Major Purpose:The Customer Service Representative 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. Duties / 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.- 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 managementEducation Required: - High School Diploma or equivalent.Background & Experience Required:- 0 to 1 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 Please Refer to the Maximus New York Job Description Above